What are the responsibilities and job description for the Call Center Representative II position at Caliber Collision?
Service Center
CSCS TX
Job Summary
Contacts potential and current customers and solicits sales by telephone and other methods, and provides the highest standard of professionalism and courtesy to resolve customer questions and problems
Essential Job Duties
- Will to execute one or more skills from Web Chat, Market Segmentation, Customer Cases
- Market Segmentation
- Customer Cases – escalated customer calls
- Web Chat – Creates online dialogue with current prospective customers
- Using ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads. Following up on second chance opportunities.
- Following established guidelines to generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system.
- Contact Insurance Representatives to determine coverage and liability.
- Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals. Must be able to listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner.
- Resolve first-tier and second-tier customer questions, concerns and complaints.
- May also handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues.
- Other duties as assigned
Skill/Requirements
- High School diploma or GED
- Minimum 2-4 years of customer service or sales experience
- Caliber Collision experience preferred
- Oral communication skills
- Customer/client orientation
- Problem-solving skills
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.