Customer Service Representative

Benefits:

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Employee discounts

Speedway Collision is seeking a professional, friendly, and highly organized Customer Service Representative to join our Indianapolis team. This position serves as an essential connection between our customers and repair professionals, helping ensure every customer feels informed, respected, and supported throughout the collision repair process.

Benefits and Perks

Competitive compensation

Paid time off

Career growth and advancement opportunities

Professional training and development

Supportive, team-oriented work environment

Job Summary

As a Customer Service Representative, you will guide customers through the administrative and communication portions of their repair experience—from the initial phone call through vehicle delivery. You will answer questions, collect accurate information, provide repair-status updates, coordinate appointments, and assist with customer concerns.

The ideal candidate is compassionate, dependable, comfortable using computers, and able to communicate calmly and professionally with customers who may be experiencing the stress and inconvenience of an accident.

Key Responsibilities

Greet customers in person and provide a welcoming, professional first impression

Answer and manage a high volume of incoming telephone calls, emails, and customer inquiries

Listen carefully to customers, identify their needs, collect relevant information, and determine the appropriate next step

Schedule estimates, repair appointments, vehicle drop-offs, and deliveries

Provide timely repair-status updates using information supplied by the production and estimating teams

Explain the collision repair process in clear, customer-friendly language

Follow approved telephone scripts, communication procedures, and customer-service standards

Accurately document customer conversations, requests, concerns, and follow-up activities

Assist with obtaining customer and vehicle information, insurance details, authorizations, and other required documentation

Coordinate communication among customers, insurance representatives, rental providers, vendors, and internal team members

Address customer concerns professionally and escalate issues to management when appropriate

Maintain organized electronic and paper records

Support front-office operations, including scanning, filing, data entry, and general administrative responsibilities

Protect customer privacy and confidential business information

Participate in training and team meetings to maintain current knowledge and strengthen customer-service skills

Help maintain a clean, organized, and professional customer reception area

Contribute to team goals for customer satisfaction, communication quality, and operational performance

Qualifications

High school diploma or GED required

Previous customer service, receptionist, administrative, automotive, or collision repair experience preferred

Excellent telephone, written, and face-to-face communication skills

Friendly, professional, and compassionate approach to customer service

Strong active-listening and problem-solving abilities

Comfortable using computers, email, customer-management systems, and standard office software

Ability to learn collision repair terminology and workflow procedures

Highly organized with strong attention to detail

Ability to prioritize responsibilities and manage time effectively

Capable of remaining calm, courteous, and solution-focused under pressure

Dependable, punctual, and committed to following through on customer needs

Ability to work independently while contributing to a team environment

What Success Looks Like

A successful CSR at Speedway Collision makes customers feel confident that they and their vehicles are in capable hands. They communicate proactively, document information accurately, follow through on commitments, and work closely with the entire team to create an exceptional repair experience.

Speedway Collision is an equal opportunity employer. Employment decisions are based on qualifications, merit, and the needs of the business.