Overview

The Customer Care Specialist is an entry-level, hourly position located in the Southern Californiamarket. It is the CCS responsibility to close the deal and capture the keys when perspective customers walk through the door for an estimate. The CCS will be able to do this by establishing customer confidence and trust in Fix Auto from the first impression. The Customer Care Specialist is the primary contact for all initial customer reception and greeting. This person must be an articulate well-spoken individual that communicates a sincere, friendly greeting to any customers who calls or walks into the business. They must also be able to provide administrative services to support daily operations. It is important that the Customer Care Specialist illustrates professional confidence. They must be able to assess the needs of customers and providers. With that assessment, the correct process must be identified and initiated to satisfy the customer. Performance levels must be consistently delivered and managed under even the most difficult situations, which can arise. The CCS will deliver an unparalleled customer service experience and ensure customer satisfaction from beginning of repairs until the delivery of the vehicle.

Responsibilities

•  Provides Initial Customer Reception & Greeting
•  Responsible for Capturing the Sell when Customers who walk through the door by creating a positiveand lasting first impression.
• Assesses All Customer Needs: Initiates any & all processing requirements
• Provides Primary Phone Coverage: Addresses customer inquiries when possible
• Communicates to Personnel on Customer Appointments/Special Requirements
• Setting customer expectations, communicating to the team, and ensuring expectations are met.
• Initiates Customer Information Sheet and Vehicle Check In
• Schedules Customer Rental Cars
• Performs File Construction: Leads, Scheduled, Work In Process
• Maintains “Scheduled In” File Organization & Appointment Log
• Audits “Scheduled In” Files for Appropriate Authorizations and Payments
• Oversees Development & Distribution of “Work Orders” & “Parts Orders”
• Oversees Processing of Initial Insurance Assignments and Customer Contact
• Inputs Insurance Company information properly in each system.
• Ensures Insurance Logs and Files are Current and Maintained
• Verifies Customer and Insurance Authorizations and Payments
• Collects Repair Order Payments From Customers
• Assists with Customer Call-outs for Delivery Dates & Vehicle Pickup
• Keeps the customer informed throughout the repair process.
• Providing precise/accurate information, asking questions and reading customer file to ensure correct information is given at all times.
• Participates in Daily Shop Meeting as needed and requested
• Provides Direct Support to General Manager, Office Manager and Repair Planners as needed.

Qualifications

• Up to 3 years Customer Care experience preferred
• Must be able to multi-task in a high paced environment with a flexible attitude.
• Attention to detail and organization skills are a must
• Ability to follow company processes and procedures
• Basic Computer Skills are necessary to navigate company systems & communicate with customers.
• Uphold the company's non-disclosure and confidentiality policies and agreements
• Must own a valid driver’s license, some local travel if asked to cover other shops within the region.
• Behavioral Excellence Required:
• Professional demeanor, selling style, and appearance with a high level of integrity and work ethic.
• Present a positive attitude always: friendly, pleasant, accommodating, cheerful, courteous, helpful, outgoing disposition before all customers at all times
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Exceptional verbal and written communication skills.
• Ability to work individually and as part of a team.
• Willingness to learn and to participate in company meetings and training programs which are sponsored by the company
• Flexible to accommodate workload and customer requirements with ability to think outside of the box to meet specific customer needs.