What are the responsibilities and job description for the Customer Service Representative - Collision Center position at CARSTAR Ma's Auto Body San Mateo?
Customer Service Representative (CSR) – Collision Repair
CARSTAR Ma's Auto Body – [San Mateo, CA]
About Us
Ma's Auto Body is a family-owned collision repair business with a reputation for quality workmanship, exceptional customer service, and strong relationships with our insurance and community partners. As we continue to grow, we are looking for a Customer Service Representative who is organized, professional, and passionate about creating an outstanding customer experience.
Position Overview
As the Customer Service Representative, you will serve as the first impression of our company and play a critical role in the day-to-day operations of the shop. Your primary responsibility is to provide an exceptional customer experience while supporting the front office and production team to ensure repairs move efficiently through the repair process.
This position requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate takes pride in helping others, remains calm under pressure, and understands that every interaction directly impacts our reputation and success.
Responsibilities
- Greet all customers and visitors in a friendly, professional and courteous manner.
- Answer incoming phone calls promptly and direct inquiries appropriately.
- Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
- Schedule estimates, repair appointments, and customer pickups.
- Maintain consistent communication with customers throughout the repair process.
- Assist with customer intake, vehicle drop-offs, and vehicle deliveries.
- Collect and organize customer, vehicle, and insurance information.
- Coordinate with estimators, technicians, vendors, rental companies, and insurance partners as needed.
- File repair order paperwork accurately or record in management system.
- Perform administrative tasks : Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
- Support efforts to generate and maintain 5-star customer reviews.
- Help maintain a clean, organized, and professional front office environment.
- Escalate customer concerns promptly and assist in resolving issues professionally.
- Contribute to a culture of accountability, teamwork, continuous improvement, and outstanding customer service.
- Other duties as assigned by the collision manager.
Experience/ Skill Requirements
- Collision repair or automotive industry knowledge/experience REQUIRED.
- Previous customer service or administrative experience required.
- Strong verbal and written communication skills.
- Excellent organizational and time management abilities.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficiency with computers and common office software.
- Experience with CCC ONE.
- Ability to maintain confidentiality and professionalism at all times.
- Reliable attendance and punctuality are required.
What We're Looking For
- Positive attitude and strong work ethic.
- Exceptional attention to detail.
- Ability to communicate with empathy and confidence.
- Team-oriented mindset.
- Problem solver who takes initiative.
- Commitment to providing an outstanding customer experience.
- Desire to grow with a company that values accountability and continuous improvement.
At Ma's Auto Body, every team member plays an important role in our success. If you are passionate about helping people and want to be part of a growing organization that values professionalism, communication, and teamwork, we'd love to hear from you.
Pay: $20.00 - $30.00 per hour
Benefits:
- Employee discount
- Paid time off
- Professional development assistance
Work Location: In person
Salary : $20 - $30