Customer Service Representative

Dealer Collision Group is seeking a professional and customer-focused Customer Service Representative (CSR) to join our collision center team. This role is the first point of contact for our customers and plays a critical role in delivering an exceptional experience throughout the repair process.

The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment while maintaining a high level of customer service and communication.

Key Responsibilities

Customer Experience

• Greet customers promptly and professionally, both in person and over the phone
• Provide clear and consistent communication regarding repair timelines, updates, and next steps
• Deliver an exceptional customer experience that drives satisfaction and retention
• Address customer concerns with empathy, professionalism, and urgency

Front Desk Operations

• Answer and route incoming calls, emails, and inquiries
• Schedule estimates, repairs, and vehicle drop-offs/pick-ups
• Manage customer check-in and check-out processes
• Maintain a clean, organized, and professional reception area

Administrative Support

• Open and maintain repair orders (ROs) and customer files
• Collect and verify customer, vehicle, and insurance information
• Assist estimators with documentation and file management
• Process payments, invoices, and receipts accurately

Insurance & DRP Coordination

• Communicate with insurance companies regarding claims, approvals, and updates
• Upload and manage documentation in systems (photos, estimates, supplements)
• Support DRP processes and ensure compliance with partner requirements

Internal Communication

• Coordinate with estimators and production teams on repair status updates
• Proactively update customers on vehicle progress and any delays
• Ensure seamless communication between departments

Performance & Compliance

• Support achievement of customer satisfaction (CSI) goals
• Maintain accuracy in all documentation and system entries
• Follow company policies, OEM standards, and operational procedures

Qualifications

• 1–3 years of customer service, administrative, or front desk experience (automotive or collision industry preferred)
• Strong communication and interpersonal skills
• Ability to multitask and stay organized in a fast-paced environment
• High attention to detail and accuracy
• Proficiency with computers and shop management systems (CCC, Mitchell, or similar preferred)
• Experience working with insurance claims or DRP programs is a plus
• Professional appearance and demeanor

Key Competencies

• Customer-focused with a positive, solution-oriented attitude
• Strong follow-up and sense of urgency
• Ability to manage high call volume and multiple priorities
• Team-oriented with strong collaboration skills
• Adaptable and able to handle change effectively

Work Environment

• Fast-paced collision repair facility
• High level of interaction with customers, insurance partners, and internal teams
• Combination of desk work and customer-facing responsibilities

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 2 years (Required)

License/Certification:

• Drivers License (Required)

Ability to Commute:

• Kailua, HI 96734 (Required)

Work Location: In person

Salary : $21 - $23