Customer Care Representative

Essential Responsibilities

• Dispatch and schedule appointments accurately using CCC One.
• Answer questions via 8x8 related to status updates for vehicles.
• Escalate requests/questions as needed.
• Inbound and outbound contacts via phone, chat, email, and SMS using 8x8 proficiency.
• Own and maintain Care Center Guide based on your time zone, knowing your shops and DRP's workflows.
• Know your Regional Office Managers and Regional Manager's.
• Know your General Manager's.

Behaviors/Competencies

• Integrity - Ensure adherence to Company Policy, Procedures, and Values.
• Respect and accountability at every level and every interaction.
• Customer Service - Provide the highest level of customer service while building customer satisfaction and retention.
• Innovation - Develop and display innovative approaches and ideas to our business.
• Teamwork - Contribute to building a positive team spirit and support everyone's efforts to succeed.

Education and/or Experience

• General competency using Windows operating system.
• Basic to Intermediate Skills in Microsoft Excel.
• Customer service background is a must.
• Professional phone presence both inbound/outbound calling.
• Call Center background a plus.
• Understanding of the Collision industry a very big plus.

Language Skills

• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to read and write effectively in English.
• Able to read and write effectively in Spanish (a plus but not required).
• Follow proper punctuation and grammar when communicating in written format to customers and insurers.

Other Skills and Abilities

• Basic Computer Skills.
• Basic to Intermediate Microsoft Excel Skills.
• Experience with CCC1.
• Microsoft Office skills.

Physical Demands & Work Environment

• Continually required to sit.
• Continually required to use hands and fingers.
• Continually required to talk or hear.
• The noise level in the work environment usually is moderate.
• Work hours: 7:30am-5:30pm Monday-Friday.