Customer Service Representative-Collision Center

Customer Service Representative

Job Summary

CUSTOMER SERVICE REPRESENTATIVE

Job Summary

The customer service representative is responsible for providing exceptional customer service to all internal and external customers in all forms of communications. This person is the face of our company and must maintain the highest level of professionalism while assisting our customers. The CSR must posess computer skills and must be able to multitask while in a fast-paced work environment.

What we offer our Full-Time Employees:

• Industry leading Medical/RX/Dental/Vision insurance plans
• Company paid Life Insurance/Accidental Death & Dismemberment and long term disability
• 401k with company match
• Voluntary Benefits including short term disability/accident/critical illness/Universal Life/Cancer
• Paid Vacation and Personal Time off
• Paid holidays
• Employee Discounts
• Referral bonuses

Job Responsibilities:

• Open the office each morning (Check key drop box, check for voicemails, make coffee, refill drink station with cups, sugar, creamer when needed, turn on TV)
• Answer and direct phone calls with a smile
• Attend daily production meetings for customer updates
• Greet customers as they arrive, chat with them in a friendly manner
• Be responsible for getting signed authorization for all vehicles, repairs and tow-ins
• Follow up on non-drive/on hold vehicles to get required information to move forward with inspection/repair
• Contact all scheduled clientsby phone, text, or email 2 days prior to appointment to confirm drop date
• Follow up on any missed appointments
• Update clients via phone, email or text every 2-3 days
• At the time of drop off, get signed authorization, tag keys and mirror tag, contact rental company for rental vehicle when needed
• Schedule estimates via phone calls/walk ins/emails/insurance assignments
• Utilize CCC One or Carbeat calendar for all estimates/drop-offs/comebacks
• Create repair orders in DealerTrack and work orders in CCC One with customer and claim information
• Maintain Carbeat board to ensure information is correct and up to date
• Flag technician labor each day 
• Make sure front office and bathrooms are clean at all times
• Assist office manager with accounts receivables
• Verify all payments before vehicle deliveries
• Process final paperwork-warranty, final bill, delivery instructions, directions to pay
• Contact customer to pick up vehicle when reapirs are complete
• Deliver vehicles-go over final paperwork, explain repairs and warranty, walk around vehicle to make sure repairs are up to the customer's expectations
• Manage total loss vehicles-tear down time should be accurate, tow bills added, customer's belongings out of vehicle, vehicle is released
• Make Enterprise Arms updates daily by 9am
• Close front office at the end of the business day-lock front door, lights off, coffee maker off
• Other duties as assigned

Required Skills/Qualifications

• Ability to follow instructions
• Positive attitude
• Motivated
• Basic oral and written communication skills
• Willing to submit to a pre-employment background check and drug screen

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.