Customer Service Representative (CSR)

WHO WE ARE

Maaco Mansfield is a top-performing collision repair shop in the DFW market — $5.2M in 2025 revenue, 20% growth every single year, and a leadership team being built to take it further. We need a Customer Service Representative who can be the face of this shop: the first voice customers hear, and the person who turns a stressful situation into a confident, trust-building experience.

THE OPPORTUNITY

This is not a receptionist role. You will own the customer journey from first call through vehicle delivery — tracking jobs, communicating proactively, resolving concerns, and making sure every customer walks away feeling like they made the right choice.

You'll report directly to our Sales Manager and work closely with our fleet management accounts — the backbone of our revenue — while delivering the kind of front-desk experience that turns first-time customers into loyal ones.

WHAT YOU'LL OWN

• Every customer interaction from first contact through vehicle delivery — making each one count
• Answering all inbound calls, texts, and walk-ins promptly and professionally — no customer waits, no call goes to voicemail unanswered during business hours
• Writing and tracking repair orders, collecting deposits, processing payments, and managing check-in and delivery
• Proactively updating customers on repair status — you contact them before they contact you
• Resolving routine customer concerns on the spot; escalating to the Sales Manager when the situation warrants it
• Following up on CSI (Customer Satisfaction Index) hot sheets within defined timeframes
• Supporting fleet management account coordinators with scheduling, approvals, and status updates
• Maintaining a clean, organized, professional front office at all times
• Supporting supplement documentation and insurance communication as directed
• Owning the front desk schedule — phones are always answered, and you serve as the hub between customers and the shop floor

WHO YOU ARE

People First, Always
You genuinely like people. Customers in a collision shop are stressed — their car is damaged, their schedule is disrupted. You make them feel heard and taken care of, naturally.

Organized Under Pressure

Multiple customers, phones ringing, jobs to track, status updates to give — and you keep it all straight without dropping a ball.

Direct and Clear
You give people straight answers. If you don't know something, you find out and get back to them — same day, every time.

Reliable Without Being Chased
Our Sales Manager shouldn't need to check if phones are covered, if calls are being returned, or if customers have been updated. You own that — fully.

Professional with Fleet Accounts
Our fleet management companies are a primary revenue source. You understand the difference between fleet and retail and handle both with professionalism.

NON-NEGOTIABLES

• Proven experience in customer-facing roles — auto industry experience is a strong plus
• Excellent phone presence and written communication
• Proficient in Microsoft Office products
• Proficient in CCC One Estimating is a plus
• Demonstrated ability to manage multiple priorities without things falling through the cracks
• Integrity — our reputation was built on doing the right thing, and you must operate the same way
• Comfortable in a fast-paced, collision shop environment

WHAT WE OFFER

• Competitive compensation commensurate with experience ($48,000–$58,000 based on experience)
• Performance incentives tied to CSI and business results
• A growing, stable company with real momentum and loyal accounts
• A Sales Manager, GM, and ownership team invested in your personal, professional, and financial success
• A culture that takes accountability and quality seriously — and celebrates wins

READY TO APPLY?

Send your resume and a 3–5 sentence note telling us about a time you turned a frustrated customer into a satisfied one.

Every great shop needs someone who makes customers feel like they made the right choice. If that's you — we want to hear from you.