POSITION DESCRIPTION 

Title: Customer Service Representative 

Status: Non-Exempt 

Created/Revised: February 2021 

SUMMARY:

The Customer Service Representative is primarily responsible for providing excellent service to the customer in a timely fashion. There is also a responsibility to answer each call efficiently and in a friendly, professional manner to ensure high-quality customer satisfaction. Additionally, the customer service representative will answer any questions necessary and act as a liaison between the customer and the operations team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Greet all customers in a timely and professional manner, either on the phone or when a customer walks in the door 

• Answer phone calls within 2 rings of an inbound call and give messages to the recipient immediately if the question cannot be answered

• Answer to the best of your ability any questions the customer may have 

• Maintain a positive and professional attitude towards all customers at all times 

• After greeting the customer over the phone or in person, have individual fill out the information sheet with personal and insurance information required. Once entered into computer, take information sheet back to the Estimator and let them know that the customer is waiting 

• Set up any tows called in by a customer and coordinate and communicate with Estimator 

• Start and organize customer files, fill out tow sheets and any other documents needed, and hand them to Estimator

• Document and collect all payments when vehicle is ready to be delivered back to the customer 

• Organize front office daily to ensure space is presentable for customers

• Order any office supplies that are needed for employee’s use

• Organize and maintain a company calendar to ensure there are enough Estimators to help with customer’s estimates

• Call Enterprise, Hertz or other rental provider if customer is getting a rental to make sure that they are prepared with the car at the ready

• Ability to stay calm and professional around customers in distress

QUALIFICATIONS:

• High school diploma, GED, or work equivalent required

• Minimum of a year of related work experience, preferably in a customer service-related role 

• Experience in automotive industry is desired but not required

• Comfortable using computers 

This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.