Job Summary
The Customer Service Representative (CSR) Provides World Class Customer Service Experience to all ABRA customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center

Hours or work – Monday-Friday 8am-5:30pm

Essential Job Duties

• Greet all customers in a timely, friendly and professional manner utilizing the 5-10 foot rule; if a team member is within 10 feet of a customer, eye contact must be made, if they are within 5 feet, a greeting is necessary
• Answer all phone calls consistently within 3 rings, communicate all phone messages immediately to the correct recipient
• Monitor work volume scheduled for the center and recommend load level requests when necessary; support market segmentation by assigning cars to appropriate location for quality repair
• Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes
• Coordinate Rental Car /Tow companies to provide one-stop service to all customers
• Repair Orders: All files are opened with DRP compliance, including obtaining proper authorizations
• Ensure all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammate
• May assist in customer communication throughout the repair process
• Monitor DRP assignments, estimate/repair appointments and capture rates of assignments
• Follow up on all DRP assignments present and past in order to maintain sales for the center
• Maintain DRP logbooks and Enterprise ARMS by 9am daily
• Secure proper payments; DRP completed as required
• Filing daily: customer records, RO jackets in alphabetical order, parts invoices, etc.
• Assist OM/OA with reconciling invoices to payables report daily and monthly (as applicable)
• Ensure all customer comfort items are fresh and available for customers at all times (coffee, water, popcorn, magazines, etc.) as well as maintaining the customer waiting area
• Comply with ABRA daily receipts guidelines and procedures
• Comply with all ABRA safety rules, guidelines and standards
• Perform other duties as required to successfully meet the needs of the business

Skill/Requirements

• High school diploma or GED
• Must be at least 18 years of age
• Ability to effectively communicate with others, oral and written
• Ability to read and understand basics of repair instructions, written estimates and work orders
• Organization and multi-tasking; adapts easily to fast-paced environment
• Personable, friendly demeanor with World Class customer service approach to internal and external customers
• Maintain a well-groomed, professional appearance

Pay and Benefits

Semi-Monthly Pay Schedule

Competitive pay

Comprehensive benefits package including 401K

Paid training and career advancement

About Abra

Founded in 1984, Abra Auto Body Repair of America is an industry leading auto body and glass repair provider with hundreds of repair centers in many major markets across the country. Abra provides employees tremendous opportunities for career advancement and invests in ongoing education and training to expand employee skillsets. Abra provides a safe work environment with the proper tools and equipment in place for employees to be successful. Abra employees benefit from working in a team environment and have the opportunity to collaborate on projects which make a difference in their communities.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Minot, ND 58701: Relocate before starting work (Required)

Work Location: In person