Job Summary

This position requires a high level of customer service, communication skills, and a positive attitude. The Customer Experience Representative is responsible for delivering best-in-class customer service to all customers. Additionally, also accountable for performing clerical, and administrative duties, including greeting customers, answering phones, scheduling repairs, typing correspondence, and helping teammates as needed.

Essential Job Duties

• Work closely with teammates to create a great work environment producing high performance results
• Provide best-in-class customer service to all customers
• Review with customers and walk-through repair process and next steps: Greet customers by phone or in-person; educate customers about the collision repair process (high level overview), including insurance claims information, processing and payment procedures
• Complete all facets of vehicle intake process: Ensure all required documents are signed by customer, assist customer with rental, scan documents in R.O., do physical check-in vehicle and tag vehicle, take and upload photos of vehicle, make sure customer is set up for updates and vehicle is marked in the system and repair order is in vehicle
• establish communication expectations with customer: Provide frequent repair status updates to customer via call, text or email based on customer’s preferred method of communication
• Prepare paperwork for vehicle delivery: notify customer about completion and ensure that final bill and warranty are done and enclosed in packet
• Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating rental days needed , making AR follow-up calls, monitoring and answering emails
• Schedule customers for repairs and an estimate
• Assist various insurance adjusters as needed
• Ensure all insurance payments are going directly to our shop and collect correct amount payments from customers upon delivery
• Follow up on the payments if not collected at time of delivery
• Additional responsibilities as assigned

Skill /requirements

Minimum High School Diploma

2 to 4 years of related experience ability to effectively communicate with others

Good verbal and written skills

Knowledge and the ability to work with computers, various software programs, and other technology, including scanners, copy machine and phones.

Ability to receive direction and work well with others

Organizations, multi-task adapts easily to fast paced environment

Personable, friendly demeanor with “World Class’ customer service approach.

Maintains a well – groomed professional appearance

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Experience level:

• 4 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person