Customer Service Representative

Job Description

The CSR is responsible for providing an exceptional customer experience. They manage working relationships with customers and insurance companies while providing all components of administrative support for the Repair Facility Team.

• Ensure consistent execution of WOW (Wow Operating Way) plan.
• Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting. (CCC One is our repair management system)
• Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to disassemble vehicles for repairs.
• Prepare RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tag used to record the proper indicators - R (rental)- (no rental)-G (Gerber pay).
• Record all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
• Confirm car rental information and update CCC One 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 CCC One.

• High School Diploma or GED (General Education Diploma)
• Minimum: 1 year experience in a similar role such as administrative assistant.
• Preferred: 1 year in an auto body or similar work environment including previous customer service experience.

• Ability to function well in a fast paced 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.

• Valid driver’s license.

$15.00 - $23.00 hourly

Compensation is commensurate with skill, education and experience.

Supplemental Pay:
This position may also be eligible for bonus opportunities tied to individual or business initiatives.