Customer Service Representative

About the Role

The CSR is responsible for providing an exceptional customer experience. They manage working relationships with customers and insurance companies while providing all components of administrative support for the Repair Facility Team.

Key Responsibilities

• Ensure consistent execution of WOW (Wow Operating Way) plan
• Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting
• Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to disassemble vehicles for repairs
• Prepare RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tag used to record the proper indicators - R (rental) - NR (no rental) - G (Gerber pay)
• Record all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type
• Confirm car rental information and update CCC One with rental car usage information
• Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in CCC One

Qualifications

• High School Diploma or GED
• Minimum: 1 year experience in a similar role such as administration assistant
• Preferred: 1 year in an auto body or similar work environment including previous customer service experience
• Valid driver's license

Required Skills

• Ability to function well in a fast-paced environment, demonstrating multitasking ability while under pressure
• Strong attention to detail with a high degree of accuracy
• Knowledge of general office equipment and basic computer skills
• Good oral and written communication skills with strong sales drive and exceptional customer service

Benefits

• Annual Paid Time Off (PTO) plans
• 2 weeks of Paid Parental Leave for full-time employees who work a minimum of 30 hours per week
• 6 paid holidays annually
• Medical, Prescription Drug, Dental & Vision Insurance effective Day 1
• 401(k) Retirement Plan with company match
• Employer Paid Short-Term Disability & Life Insurance
• Additional Voluntary Life Insurance
• Continuing Education Opportunities
• Free Prescription or Non-Prescription Safety Glasses annually
• Annual Voluntary Uniform Stipend
• Voluntary Daily Pay option available

Pay

$16 - $22 / Hourly