Customer Service Rep

The CSR serves as the primary customer liaison through the vehicle repair process, greeting customers professionally, answering inquiries, and informing them about repair steps, insurance processing, payment procedures, and delivery timelines. Responsibilities include communicating with the Estimator and Center Leader about customer expectations and service issues, building customer confidence to capture business, following up on missed opportunities, scheduling Estimator appointments, managing insurance assignments, ensuring documents are scanned and filed (CCC One), verifying customer information, ensuring the vehicle is ready for delivery, auditing parts invoices, handling banking transactions and deposits, processing mail, maintaining a clean lobby, stocking supplies and marketing materials, and adhering to SOPs and confidentiality policies. Required qualifications include Collision University training within six months, basic computer skills, strong multi-tasking, and the ability to work both independently and with others; success metrics include Customer Service Index, Net Promoter Score, and closing ratios.