What are the responsibilities and job description for the Customer Service Rep position at Puget Collision?
The CSR is the primary contact for all initial customer reception and is responsible for customer care throughout the vehicle repair process. The CSR must be able to secure the customer by being an empathetic listener with the ability to answer basic questions related to the repair process.
Job Responsibilities:
- Greet customers professionally and in a timely manner, ensure a high degree of customer service excellence with a warm reception and offer customer comfort items.
- Answer the phone professionally and respond to all voice mails same day, addressing customer inquiries with the appropriate shop team members.
- Inform customer of repair process, insurance claim processing, payment procedures, repair techniques, and expected delivery date of repair.
- Capture the business for customers who walk through the door or call for an estimate by establishing customer confidence and trust in our abilities and company. This will include being knowledgeable of our certifications and insurance carrier partnerships.
- Confirm customer information is accurate and complete for all communication needed.
- Schedule appointments for the Estimator effectively ensuring accurate and timely calendar updates.
- Oversee processing of initial insurance assignments, customer contact/appointment verification.
- Ensure all “scheduled in” repairs are set up the day before to receive the customer: rental car arrangements, parts review, payment confirmations, create the CCC one file.
- Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
- Ensure file is ready, vehicle is complete and “CSR Quality Control Checked” before customer is called for vehicle delivery.
- Provide Customer with warranty information.
- Ensure all documents are scanned in the CCC one file: Check in Sheet, Estimate, Adjusted Sheets, Parts Invoices, Payments, and Final Bills.
- Daily - Follow-up on all Missed Opportunities
- Daily - Ensure Banking Transactions & Deposits are posted and completed accurately by deadline.
- Tow Acceptance Log: complete with Tow driver for every tow-in, submitted monthly to accounting.
- Open mail daily and disperse appropriately including invoices and statements.
- Ensure lobbies clean and orderly, customer comfort areas stocked, marketing material available.
- Monitor and replenish office supplies and orders needed for the shop with Center Leader approval.
- Ensure Regulatory Documents, Permits are current, posted and filed appropriately at the shop.
- Ensure safety items are stocked such as first aid kits and safety glasses in the lobbies.
Key Performance Metrics
- Customer Service Index Score 95% for Kept Informed, Quality Repair and On Time
- Educate the customer on the survey and ask to take the surveys with a monthly goal of 30%.
- Ask for the sale and schedule the repair: 75% Closing Ratio.
Skills/Qualifications:
- I-CAR Introduction to Collision Repair required in first 90 days of employment.
- Basic Computer Skills are necessary to navigate company systems & communicate with customers.
- Must be able to multi-task in a high-paced environment with a flexible attitude.
- The ability to read, understand, and perform written instructions accurately and consistently and to work independently as well as with others in an organized manner.
Behavioral Excellence Required:
- Perform all assigned responsibilities according to the Company Standard Operating Procedures.
- Adheres to the company’s non-disclosure and confidentiality policies concerning customer information.
