Customer Service Representative

Job Title: Customer Service Representative
Location: Diamond Quality Collision-Alexandria, MN 
Job Type: Full-Time
Reports To: Shop Manager

Job Overview:

We are seeking a friendly, professional, and organized Customer Service Representative to join our team at Diamond Quality Collision. The ideal candidate will be the first point of contact for customers, providing exceptional service and ensuring a smooth experience for those bringing in their vehicles for repair and restoration. You will be responsible for managing customer inquiries, scheduling appointments, providing updates on repair status, and ensuring overall satisfaction with our services.

Key Responsibilities:

• Customer Interaction: Greet customers in a friendly and professional manner, either in person or over the phone. Listen to customer concerns and provide accurate information regarding services, pricing, and repair timelines.
• Estimate & Billing Support: Assist customers with understanding service estimates, payment options, and insurance billing processes. Help gather necessary documentation for insurance claims.
• Appointment Scheduling: Schedule repair appointments and coordinate with the shop’s production team to ensure timely service delivery.
• Customer Follow-Up: Maintain regular communication with customers regarding the status of their vehicle, including repair progress, completion dates, and any unexpected delays.
• Customer Issue Resolution: Address and resolve customer complaints or concerns in a calm, professional manner. Work with management to find solutions when needed.
• Product Knowledge: Stay up to date on the services we offer, including repair techniques, parts, and warranty information to provide accurate and helpful guidance to customers.
• Administrative Duties: Perform general administrative tasks such as filing, maintaining customer records, and updating the repair management system.
• Team Collaboration: Work closely with the repair technicians and management team to ensure a seamless workflow from customer intake to vehicle pick-up.
• Familiarity with Auto Insurance Claims Process: Knowledge of how to handle insurance claims and liaise with insurance adjusters to ensure timely approval of repairs.

Requirements:

• High school diploma and or additional education in Auto Body, Business, or  Technical College.
• Proven experience in a customer service role, preferably in an automotive or repair setting.
• Excellent communication and interpersonal skills with a customer-first attitude.
• Strong problem-solving abilities and ability to handle difficult situations with tact and professionalism.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Basic computer skills and familiarity with customer service management systems (CRM software) is a plus.
• Accounting experience helpful, but not required.
• Knowledge of auto body repair processes and terminology is preferred but not required
• Ability to lift up to 25 lbs as needed.

Compensation

• Salary: $22.00-$30.00 per hour. If you have accounting experience hourly rate would be paid at a higher rate.
• Benefits: Medical, Dental, Vision, 401k, PTO and paid holidays.

Working Conditions

• All new advanced equipment
• 13,000 sq. feet of production area
• Triple down draft paint booth with side load for maximum speed and production
• Fully air conditioned workspace
• Monday to Friday work schedule with potential for weekend hours during peak periods.
• Work is performed in an auto body repair shop environment, with exposure to dust, noise, and chemicals.

Equal Opportunity Employer

Diamond Quality Collision an equal-opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

Salary : $22 - $30