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Customer Service Representative
Customer Service RepresentativeCarstar • San Jose, CA, United States
Customer Service Representative

Customer Service Representative

Carstar • San Jose, CA, United States
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

JOB SUMMARY

The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include - gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.

DUTIES / RESPONSIBILITIES

  • Greets all walk-in customers in a professional and courteous manner.
  • Answer and directs all phone traffic in a polite, courteous and cheerful manner.
  • Asks for the sale and / or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
  • Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.
  • Educate customers on CARSTAR's CSI / NPS survey (kept informed, customer service, quality of repair and on-time delivery).
  • Schedule and record appraisal and delivery appointments.
  • Update and maintain the store scheduler with Office Manager.
  • Collect and record payment for completed repairs; may perform some A / R.
  • File repair order paperwork accurately or record in CARSTAR management system.
  • Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime).
  • Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
  • Maintain the front office and customer reception areas.
  • Attend daily release meetings.
  • Other duties as assigned.

EXPERIENCE / SKILL REQUIREMENTS

  • 2+ years of customer service experience required, preferably in a retail setting.
  • HS diploma or GED equivalent required; college degree preferred.
  • Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.
  • Call center sales experience (or equivalent sales experience) preferred.
  • Highly organized; ability to handle multiple concurrent assignments.
  • Proficient with Microsoft Office and POS / management systems.
  • Strong attention to details.
  • Punctual and professional appearance.
  • Ability to receive direction and work well with others.
  • Valid driver's license and insurable driving record.

    • PHYSICAL REQUIREMENTS

  • Essential physical requirements include :
  • Ability to stoop, bend and kneel, squat, kneel and pulling
  • Extended periods of kneeling, bending, squatting and stooping
  • Carry and lift heavy objects (up to 50lbs)
  • Standing, sitting and walking
  • Performing repetitive motions

    • WORK ENVIRONMENT

    Exposure to :

  • Paint, fumes and particles
  • Dirt / Dust
  • Chemicals / Toxins
  • Varying heat / cold
  • Intermittent noise
  • All duties, responsibilities and experience are subject to change by location
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    Customer Service Representative • San Jose, CA, United States

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