Customer Service Representative

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 repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.
• Educate customers on 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 management system.
• Provide customers with warranty information if applicable
• 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.
• 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 drivers license and insurable driving record.
• Must be able to work the following days and hours:
  • Monday Friday (8:00 a.m. 5:00 p.m., edit as necessary)
  • Every other Saturday (8:00 a.m. 12:00 p.m., edit as necessary)

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)

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