Customer Service Representative

Job Description

Job Description

FLSA STATUS: Non-Exempt

DEPARTMENT: Body & Paint Shop

PRIMARY PURPOSE: The Customer Service Representative is responsible for communicating between customers and the Housby team, ensuring a smooth process from initial contact to completion for all body and paint repairs. Responsible for managing calls and emails, providing repair updates, scheduling inspections, and supporting estimate creation.

WHY HOUSBY? At Housby, we foster a flexible, inclusive environment that values growth and success. Our competitive benefits and salary packages are complemented by a company culture dedicated to developing our employees into future leaders. We believe our greatest asset is our team, and we are committed to your professional development and recognition.

FOCUS :

Essential Duties include the following. Other duties may be assigned.

• Respond to incoming calls and emails promptly and professionally.
• Provide customers with timely repair status updates.
• Schedule inspections, drop-offs, and pickups to facilitate service.
• Follow up on estimates that have been sent but not yet approved.
• Keep customers informed about delays, supplements, parts availability, and estimated completion times.
• Gather necessary information, including photos, Vehicle Identification Numbers (VINs), unit details, mileage, claim information, and customer contact details.
• Prepare estimate folders and checklists prior to estimator review.
• Track the status of estimates that are waiting to be written, sent, approved, or declined.
• Follow up with customers and insurance companies regarding approvals.
• Monitor supplement status and assist with follow-up on approvals.
• Update project management notes and WIP in Monday.com daily.
• Identify jobs pending approval, parts, supplements, or customer direction.
• Maintain organized lists for "waiting on estimate" and "waiting on approval" tasks.
• Prepare daily follow-up lists for team members.
• Match repair orders to corresponding estimates accurately.
• Complete the closing of repair orders efficiently.
• Confirm that parts have been quoted and ordered post-approval.
• Track estimated time of arrival (ETA) updates and communicate any delays.
• Assist in collecting sublet quotes, freight information, and necessary documentation.
• Help clean up invoice packets before finalizing closings.
• Ensure that repair files are complete and organized prior to production.
• Proactively address issues to prevent technicians from waiting due to missing approvals, photos, notes, or customer direction.
• Provide status updates without taking on dispatch or foreman responsibilities.

SKILLS & EXPERIENCE :

• Demonstrated experience in a customer support or service role, preferably in a related industry.
• Familiarity with the repair or automotive/heavy duty industry can be beneficial, though not required.
• Strong computer and phone skills.
• Effective oral communication over the phone and in person.
• Ability to manage multiple tasks and prioritize effectively.
• Familiarity with customer relationship management (CRM) software and project management tools (e.g., Monday.com)
• Valid Driver's License and dependable transportation.

EDUCATION :

• High School Diploma or GED.

PHYSICAL DEMANDS :

• Must be able to lift up to 25 pounds of material.
• Requires the use of both hands.
• Position may require standing, walking, moving, climbing, carrying, bending, kneeling, crawling, reaching, handling, pushing, and pulling.
• Ability to view a computer monitor.

WORK ENVIRONMENT :

• The work environment for this position can be varied due to the differences in our work site. While performing the duties of this job, the employee may occasionally be exposed to moving mechanical parts, fumes, or airborne particles, toxins, and outside weather conditions.
• Potentially exposed to battery acid, gasoline, chemical cleaning material or other toxic materials commonly found in motor vehicle service departments, some of which may be considered health hazards.
• The noise level in the work environment is usually low to moderate.
• Works primarily indoors.

Housby is an Equal Opportunity Employer.