Collision center CSR

Job Description: Customer service representative

Position Overview:

We are seeking a highly motivated and customer-focused individual to join our team as customer service representative. You will be responsible for providing exceptional customer service and support to clients visiting our body shop facility. Your primary goal will be to ensure customer satisfaction by addressing their inquiries, handling complaints, and coordinating the smooth flow of operations within the body shop department.

Key Responsibilities:

Customer Service: Greet customers warmly and provide a welcoming and professional environment. Respond to customer inquiries and provide accurate information regarding body shop services, repair processes, pricing, and timelines. Maintain a positive and helpful attitude throughout customer interactions.

Vehicle drop off: Go over the repair process with the customer, receive and document all related and non-related damage of the vehicle with the customer, generate a repair order with proper information to deliver to the estimators.

Appointment Scheduling: Assist customers in scheduling appointments for vehicle inspections, repairs, and estimates. Coordinate with the body shop technicians and advisors to ensure efficient allocation of resources and adherence to scheduled appointments.

Communication and Coordination: Serve as a liaison between customers and the body shop team. Maintain effective communication channels to ensure accurate transmission of information between customers, technicians, insurance providers, and other involved parties. Keep customers updated on the progress of their repairs and address any concerns or issues promptly.

Documentation and Record-Keeping: Accurately record customer details, vehicle information, and repair requests in the appropriate systems or software. Maintain organized and up-to-date files for each customer to ensure easy retrieval of information when needed.

Payment Processing: Calculate repair costs and process customer payments accurately. Coordinate with insurance companies for claims processing, ensuring all required documentation is submitted and processed in a timely manner.

Active delivery: To satisfy DRP requirements and to provide quality customer experience, we will deliver vehicles and go over damage with customer at the time of pick up.  

Complaint Resolution: Address customer complaints, concerns, and disputes in a professional and empathetic manner. Investigate issues, gather relevant information, and work towards resolving problems to the satisfaction of the customer and the company.

Administrative Support: Provide administrative support to the body shop department by managing office supplies, filing, and maintaining cleanliness and orderliness in the customer service area. Assist with any other duties or tasks as assigned by the management team.

Vehicle detail: Will be managing vehicle detail employees. Overseeing time and attendance, quality control, production scheduling. Making sure the vehicle is ready for delivery.

Miscellaneous: At times you will be required to provide miscellaneous help around the shop. i.e. write estimate as a backup writer, retrieve vehicle, receive LKQ parts and check with technicians for parts correctness.

Qualifications and Skills:

High school diploma or equivalent (additional certification or training in customer service is a plus).

Previous experience in a customer service role, preferably in the automotive industry or body shop environment.

Strong interpersonal and communication skills, with the ability to build rapport and effectively handle customer inquiries and complaints.

Exceptional organizational skills and attention to detail to manage customer records and documentation.

Proficiency in computer systems, including customer management software, scheduling tools, and Microsoft Office suite.

Ability to multitask and work in a fast-paced environment while maintaining a positive attitude and composure.

Knowledge of automotive repair processes and terminology is beneficial.

Strong problem-solving skills and the ability to handle difficult situations with professionalism and empathy.

Joining our team as a Body Shop Customer Service Representative provides an exciting opportunity to be part of a reputable company committed to delivering excellent customer service. If you are a self-motivated individual with a passion for customer satisfaction and a desire to contribute to the success of our body shop, we encourage you to apply.