What are the responsibilities and job description for the Front Desk Representative - Body Shop CSR position at Celebration Chevrolet?
A Body Shop CSR (Customer Service Representative) works in an auto body repair shop or collision center, serving as the primary point of contact between customers and the shop. This role involves managing customer interactions, ensuring smooth communication between customers and technicians, and supporting the repair process from intake to vehicle delivery.
Key Responsibilities of a Body Shop CSR:
- Customer Interaction & Support:
- Greet customers in person, over the phone, or via email.
- Listen to customer concerns regarding vehicle damage.
- Provide updates on repair progress.
- Address questions or complaints promptly and professionally.
- Estimating & Scheduling:
- Assist with scheduling repair appointments.
- Work with estimators or insurance adjusters to ensure accurate repair estimates.
- Help coordinate vehicle drop-off and pickup times.
- Administrative Duties:
- Enter customer and vehicle information into shop management systems.
- Maintain accurate records of estimates, repair orders, and customer communication.
- Process payments and insurance claims.
- Coordination & Communication:
- Serve as a liaison between technicians, estimators, and customers.
- Communicate changes or delays in the repair process.
- Coordinate rental cars or towing services when needed.
- Quality & Satisfaction Follow-up:
- Conduct follow-up calls after service is complete to ensure customer satisfaction.
- Assist in handling customer feedback or concerns post-repair.
Skills & Qualifications:
- Customer Service Experience (automotive industry preferred)
- Strong communication and interpersonal skills
- Attention to detail and organizational abilities
- Ability to multitask in a fast-paced environment
- Familiarity with shop management software (e.g., CCC ONE)
- Knowledge of auto body repair processes (a plus, but can be learned on the job)