Customer Service Representative

The Customer Service Representative (CSR) Provides World Class Customer Service Experience to all ABRA customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center

Essential

Job Duties Greet all customers in a timely, friendly and professional manner utilizing the 5-10 foot rule; if a team member is within 10 feet of a customer, eye contact must be made, if they are within 5 feet, a greeting is necessary

Answer all phone calls consistently within 3 rings, communicate all phone messages immediately to the correct recipient

Monitor work volume scheduled for the center and recommend load level requests when necessary; support market segmentation by assigning cars to appropriate location for quality repair

Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes

Coordinate Rental Car /Tow companies to provide one-stop service to all customers

Repair Orders:
All files are opened with DRP compliance, including obtaining proper authorizations

Ensure all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammate

May assist in customer communication throughout the repair process

Monitor DRP assignments, estimate/repair appointments and capture rates of assignments

Follow up on all DRP assignments present and past in order to maintain sales for the center

Maintain DRP logbooks and Enterprise ARMS by 9am daily

Secure proper payments; DRP completed as required

Filing daily: customer records, RO jackets in alphabetical order, parts invoices, etc.

Assist OM/OA with reconciling invoices to payables report daily and monthly (as applicable)
Ensure all customer comfort items are fresh and available for customers at all times (coffee, water, popcorn, magazines, etc.) as well as maintaining the customer waiting area Comply with ABRA daily receipts guidelines and procedures

Comply with all ABRA safety rules, guidelines and standards

Perform other duties as required to successfully meet the needs of the business

Skill/Requirements High school diploma or GEDMust be at least 18 years of age Ability to effectively communicate with others, oral and written

Ability to read and understand basics of repair instructions, written estimates and work orders

Organization and multi-tasking; adapts easily to fast-paced environment

Personable, friendly demeanor with World Class customer service approach to internal and external customers

Maintain a well-groomed, professional appearance

Physical Requirements / Working Conditions Position is based in a climate controlled, professional office environment with moderate noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Specific vision abilities required by this job include close vision requirements due to computer work. Regularly required to talk or hear. Frequently required to stand;

walk; use hands to handle or feel; and reach with hands and arms. The job may require lifting up to 20 lbs and long periods of sitting while working  the event that travel is required, must be able to uphold the stress of traveling.
#J-18808-Ljbffr