Collision Center Customer Service Representative (CSR)

About the role

This role is critical to delivering an excellent customer experience during the repair process. The CSR is the first point of contact for customers and insurance companies, helping guide customers through the collision repair process while keeping communication clear and organized from start to finish.

Responsibilities

• Greet customers and assist with vehicle drop-off and repair scheduling
• Communicate repair updates via phone, text, and email
• Explain repair timelines and answer customer questions
• Ensure customers feel informed and confident throughout the repair process
• Deliver a high level of customer satisfaction (CSI)
• Open and manage repair orders
• Maintain accurate customer and insurance records
• Assist estimators with documentation and repair files
• Process payments and close repair orders
• Maintain organized records of claims and repairs
• Communicate with insurance adjusters and claims representatives
• Upload photos and documentation to insurance portals
• Track repair status with estimators and technicians
• Notify customers when repairs are complete and vehicles are ready for pickup

Requirements

• Strong customer service and communication skills
• Ability to multitask in a fast-paced environment
• Professional phone etiquette
• Strong attention to detail
• Basic computer and office software skills
• Must have experience with CDK as well as working in the collision industry

Qualifications

• Automotive dealership or collision center experience (preferred)
• Experience working with insurance claims (preferred)
• Familiarity with CCC ONE, Mitchell, or other collision management systems (preferred)

Benefits

• Competitive hourly pay
• Paid training
• Health, dental, and vision insurance
• Paid time off
• 401(k) with company match
• Employee vehicle purchase program
• Opportunities for advancement within the dealership

Schedule

Full-Time
Monday - Friday
Occasional Saturday availability may be required

Why Work Here

Our collision center is committed to delivering high-quality repairs and an outstanding customer experience. We provide a professional environment, strong leadership, and opportunities to grow within the automotive industry.