What are the responsibilities and job description for the Customer Care Coordinator (Automotive) position at Stonewall Collision?
Job Overview: We are looking for a dedicated and friendly Customer Service Representative to join our team. This role is perfect for individuals who enjoy interacting with people, welcoming customers, and managing daily shop tasks. As a key point of contact, the Customer Service Representative ensures that the shop's schedule and office operations run smoothly. This entry-level position provides an excellent opportunity to learn our business operations and grow your career in the automotive repair industry.
Key Responsibilities:
• Provide excellent customer service through all phases of the repair process, from initial contact to post-repair follow-up.
• Support insurance partners and customers in a timely, professional, and courteous manner.
• Build strong customer relationships by effectively responding to calls, text messages, and walk-in business.
• Coordinate communication between customers and the Estimate’s team, ensuring accurate and timely information.
• Schedule estimate appointments, repair appointments, rental car reservations, and other customer service needs.
• Facilitate all administrative tasks related to the repair process, ensuring all paperwork is completed accurately and efficiently.
• Manage customer payments, including credit, check, and cash handling.
• Assist with various tasks as assigned by management to support office operations and customer needs.
Required Skills, Abilities, and Physical Requirements:
• Exceptional verbal and written communication skills, with the ability to explain technical information in a clear and concise manner.
• Strong interpersonal skills, with the ability to build rapport and maintain positive relationships with customers.
• Ability to multitask and manage a fast-paced environment while ensuring accuracy and attention to detail.
• Proficient computer skills, including experience with CCC One software and standard office applications.
• Strong organizational skills to maintain an efficient and organized workflow.
• Ability to listen attentively to customers’ concerns, demonstrating empathy and understanding at all times.
• Comfortable working with multiple groups of people, including customers, team members, and company leaders.
• Ability to stand, sit, and move throughout the day while managing office tasks.
Education and Experience:
• High school diploma or equivalent required.
• Previous experience in a customer service role, preferably in the automotive industry, is a plus.
• Demonstrated ability to effectively communicate with customers and address their needs.
•Proven experience in managing customer interactions, scheduling, and handling customer inquiries.
Additional Information: This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required for this position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the role.
We utilize state of the art technology, the correct repair procedures and ensure your vehicle is delivered back to repaired correctly and looking great !! All while providing you a hassle and worry free experience.
We are big enough to deliver a quality repair and customer experience, yet small enough to know you are in good hands.