What are the responsibilities and job description for the Customer Service Representative position at Caliber Collision?
Job Summary
Provides World Class Customer Service Experience to all Caliber customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center
- 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 BAR (CA) and 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 DTPS 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 Caliber daily receipts guidelines and procedures
- Comply with all Caliber 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
- Must have a valid drivers license and be eligible for coverage under Calibers insurance policy (Not an excluded driver)
- 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
Physical Requirements / Working Conditions
Position is based in a climate controlled, professional office environment with moderate noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Specific vision abilities required by this job include close vision requirements due to computer work. Regularly required to talk or hear. Frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. The job may require lifting up to 20 lbs and long periods of sitting while working at desk. In the event that travel is required, must be able to uphold the stress of traveling.