Customer Service Rep

Job Description

Job Description

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.
• Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
• 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.
• Follow-up on all Missed Opportunities
• 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.
• Ensure all documents are scanned in the CCC one file : Check in Sheet, Estimate, Adjusted Sheets, Parts Invoices, Payments, and Final Bills.
• Confirm customer information is accurate and complete for all communication needed.
• Ensure file is ready, vehicle is complete and “CSR Quality Control Checked” before customer is called for vehicle delivery.
• Daily audit of all Parts invoices posted in CCC
• Ensure Banking Transactions & Deposits are posted and completed accurately by deadline.
• 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

Skills / Qualifications :

Behavioral Excellence Required :