What are the responsibilities and job description for the Collision Repair Customer Service Specialist position at Classic Collision?
We are seeking a highly skilled Collision Repair Customer Service Specialist to join our team at Classic Collision.
Job Description:
As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and ensuring that every interaction is positive and memorable. Your primary responsibility will be to ensure that every customer is greeted and welcomed promptly, professionally, and in a welcoming and friendly manner via phone or in-person.
You will be responsible for explaining and educating customers on the repair process, including insurance claim information and processes. You will maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing, and load level processes. Additionally, you will coordinate with rental car and tow companies to provide one-stop service to all customers.
Your duties will include ensuring all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammates. You may assist in customer communication throughout the repair process. You will also monitor DRP assignments, estimate/repair appointments, and capture rates of assignments. Furthermore, you will follow up on all DRP assignments present and past to maintain sales for the center.
You will be responsible for maintaining DRP logbooks and Enterprise ARMS daily. This includes securing proper payments, assisting with reconciling invoices to payables report daily and monthly (as applicable), and ensuring all customer comfort items are always fresh and available for customers as well as maintaining the customer waiting area.
Requirements:
- Must be at least 18 years of age
- Previous experience in customer service, sales, or other related fields is preferred.
- Must have a valid driver's license and be eligible for coverage under company insurance policy
- Effective communication (written and verbal) and interpersonal skills are required.
- Organization and multi-tasking skills, good time management, and the ability to adapt easily to fast-paced environment
Behaviors/Competencies:
- Integrity-Respect and accountability at every level and every interaction
- Customer Service-Provide the highest level of customer service while building customer satisfaction and retention
- Innovation-Develops and displays innovative approaches and ideas to our business
- Teamwork-Contributes to building a positive team spirit and supports everyone's efforts to succeed
