What are the responsibilities and job description for the Collision Center Customer Service Representative and Estimator position at Ghent Motor Company?
Join Our Team as a Collision Customer Service Representative / Junior Estimator
Our high-efficiency collision center is seeking a dynamic, organized Customer Service Representative (CSR). In this forward-facing role, you will be the face and voice of our shop, serving as the primary point of contact for our clients from their first phone call to the moment they pick up their keys.
You will work in close physical proximity and day-to-day collaboration with the Body Shop Manager to synchronize the front office with shop production. We are looking for a highly disciplined professional who can learn complex systems quickly, absorb direction during daily morning briefings, and execute independent follow-through on strict hourly, daily, weekly, and monthly tracking duties.
Key Duties and Responsibilities
- Greet and Assist Clients: Serve as the welcoming, forward-facing representative for all walk-in customers, insurance adjusters, and vendors.
- Write Initial Estimates: Conduct initial vehicle walkarounds to write preliminary, visual damage estimates using industry software before vehicles are sent to the teardown team.
- Manage the Schedule: Coordinate and optimize the shop’s intake calendar, scheduling vehicle drop-offs, photo estimates, and repair completions to ensure a steady workflow.
- Execute System Routines: Maintain personal accountability and strict follow-through on a checklist of hourly, daily, weekly, and monthly administrative tasks.
- Participate in Daily Briefings: Attend daily morning production meetings with management to sync on vehicle statuses, parts delays, and targeted delivery dates.
- Collaborate closely with Management: Work side-by-side with the Body Shop Manager to bridge the gap between front-office communication and back-shop repair progress.
- Process Customer Payments: Handle financial transactions, including collecting insurance deductibles, processing credit cards, and issuing final invoices upon vehicle delivery.
- Provide Status Updates: Maintain proactive, empathetic communication with customers via phone, text, or email to keep them informed on their vehicle’s repair progress.
- In-Take Documentation: Check in arriving vehicles, verify owner information, open repair orders, and ensure all necessary insurance authorizations are signed.
Qualifications and Experience
- Software Proficiency: Experience navigating Dealership Management Software (DMS) alongside standard collision estimating programs (such as CCC ONE).
- Rapid Learning Curve: Proven ability to learn technical software, insurance workflows, and automotive terminology quickly.
- Experience: Minimum of 1–2 years in a front-facing customer service or administrative role, ideally within an automotive dealership or high-volume collision repair environment.
- Time Management: Exceptional organizational habits with the ability to self-manage time across hourly data entry and monthly closing routines.
- Communication Skills: Exceptional verbal and written communication skills with the ability to thrive in a fast-paced, shared office environment.
What We Offer
- Salary base pay with commission tied to customer satisfaction and shop throughput.
- Health, dental, and vision insurance.
- Paid time off
- Ongoing professional development and system training.
- A supportive, team-oriented work culture in a high-volume environment.