What are the responsibilities and job description for the Customer Service Representative position at Mander Collision and Glass?
POSITION DESCRIPTION
Title: Customer Service Representative
SUMMARY:
The Customer Service Representative is primarily responsible for providing excellent service to the customer in a timely fashion. There is also a responsibility to answer each call efficiently and in a friendly, professional manner to ensure high-quality customer satisfaction. Additionally, the customer service representative will answer any questions necessary and act as a liaison between the customer and the operations team.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Greet all customers in a timely and professional manner, either on the phone or when a customer walks in the door
Answer phone calls within 2 rings of an inbound call and give messages to the recipient immediately if the question cannot be answered
Answer to the best of your ability any questions the customer may have
Maintain a positive and professional attitude towards all customers at all times
After greeting the customer over the phone or in person, have individual fill out the information sheet with personal and insurance information required. Once entered into computer, take information sheet back to the Estimator and let them know that the customer is waiting
Set up any tows called in by a customer and coordinate and communicate with Estimator
Start and organize customer files, fill out tow sheets and any other documents needed, and hand them to Estimator
Document and collect all payments when vehicle is ready to be delivered back to the customer
Organize front office daily to ensure space is presentable for customers
Order any office supplies that are needed for employee’s use
Organize and maintain a company calendar to ensure there are enough Estimators to help with customer’s estimates
Call Enterprise, Hertz or other rental provider if customer is getting a rental to make sure that they are prepared with the car at the ready
Ability to stay calm and professional around customers in distress
QUALIFICATIONS:
High school diploma, GED, or work equivalent required
Minimum of a year of related work experience, preferably in a customer service-related role
Experience in automotive industry is desired but not required
Comfortable using computers
This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.
