Customer Service Representative

Requirements

• Greet customers in a friendly and inviting manner by phone and in person
• Properly secure repair authorizations for customer vehicle repair
• Create customer files
• Collect and update all customer information
• Handle clerical aspects of Insurance Claims and Supplements
• Open repair orders in estimating system
• Confirm coverage and deductibles with insurance companies for all repair orders
• Update customer on vehicle status two to three times a week and update notes in estimating system
• Handle customer complaints with integrity and poise. Escalate call to upper management if unable to resolve the issue
• Meet daily with Estimator and Production Manager to ensure accurate updates are given
• Manage the telephones
• Handle customer complaints with integrity and poise
• Escalate call to upper management if unable to resolve the issue
• Close files for delivery
• Check the exceptions tab in estimating system throughout the repair process
• Ensure all parts have been received and invoices are posted
• Confirm all labor has been assigned accordingly
• Schedule estimate appointments, vehicle drop off and vehicle pick up appointments
• Deliver customer vehicles
• Collect payments (i.e. deductibles, insurance drafts, etc.)
• Walk customer to their vehicle and review the repairs that were done on the vehicle
• Escalate questions as needed with shop Estimator
• Clerical duties (i.e. filing, faxing, photocopying, scanning, etc.)
• Maintains clean office environment
• May be required to perform light cleaning duties such as sweeping, mopping, wiping, dusting etc. in the facility
• Closely supervised with little latitude for independent judgment

Qualifications

• High school diploma or equivalent
• Experience in customer service preferred
• Knowledge of insurance claims processing
• Excellent communication skills
• Ability to work independently and as part of a team
• Basic computer skills including Microsoft Office

Skills

• Customer service
• Insurance claims processing
• Microsoft Office

Benefits

• 401k Match
• Vacation
• Sick Pay
• Holiday
• Medical, dental, Vision Insurance

Pay

• Competitive salary based on experience

Schedule

• Full-time