Customer Service Representative

About the role

The Customer Service Rep (CSR) is the first and last point of contact with Auto Collision Group, Inc. customers. The CSR will play an integral role in delivering the highest quality of service to everyone who contacts ACG and walks through body shop.

Responsibilities

• Greet customers in a friendly and inviting manner by phone and in person.
• Properly secure repair authorizations for customer vehicle repair.
• Create customer files.
• Cool 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.
• Maintain Dealer relations.
• Manage the telephones; help the customer as much as possible and then transfer calls, take messages, and make outbound calls to customers and to ACG vendors.
• Update car rental program daily.
• Receive cash, checks and credit card payments from customers. Record payments in estimating system.
• Absorb 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
• Conducts routine tasks as directed
• Closely supervised with little latitude for independent judgment

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.
• Cool 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.
• Maintain Dealer relations.
• Manage the telephones; help the customer as much as possible and then transfer calls, take messages, and make outbound calls to customers and to ACG vendors.
• Update car rental program daily.
• Receive cash, checks and credit card payments from customers. Record payments in estimating system.
• Absorb 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
• Conducts routine tasks as directed
• Closely supervised with little latitude for independent judgment

Benefits

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