Customer Service Representative - Collision

The Customer Service Representative is responsible for providing exceptional customer experience. They manage working relationships with customers and Insurance Partners while providing all components of administrative support for the Repair Facility Team. The Customer Service Representative will also have estimating responsibilities such as creating estimates, coordinating repair needs for customers including all communication, informing and updating customers and insurance companies throughout the repair process.

Key Job Responsibilities

Ensure consistent execution of WOW (Wow Operating Way) plan.

Schedule appointments for vehicle repair using Daily Demand Capacity Planner, ASE schedule and proper scripting. (ASE is our repair management system)

Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to dissemble vehicles for repairs.

Prepares RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tags.

Records all communication with customers or insurance partners during the repair process using ASE and selecting the appropriate communication type.

Confirms car rental information and updates ASE with rental car usage information.

Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in ASE.

Create estimates, coordinating repair needs for customers including all communication, informing and updating customers and insurance companies throughout the repair process.

Assess the damage of vehicles and documents needed repairs and parts replacement on the damage appraisal.

Education and / or Experience Required

High School Diploma

Minimum : 1 years’ experience in a similar role.

Preferred : 1 year in an auto body or similar work environment including previous customer service experience.

Required Skills / Abilities

Ability to function well in a fast past environment, demonstrating multitasking ability while under pressure.

Strong attention to detail with a high degree of accuracy.

Knowledge of general office equipment and basic computer skills as well as good oral and written communication skills with strong sales drive and exceptional customer service.

Other Requirements

Valid driver’s license.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

AASJ

Compensation Details

Salary : 43,000 - $60,000

Compensation is commensurate with skill, education and experience.