TITLE: Customer Service Representative

REPORTS TO: Office Manager or General Manager

SALARY STATUS: Non-Exempt (hourly)

JOB SUMMARY

The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include – gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.

DUTIES / RESPONSIBILITIES

• Greets all walk-in customers in a professional and courteous manner.
• Answer and directs all phone traffic in a polite, courteous and cheerful manner.
• Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
• Explain CARSTAR’s repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.
• Educate customers on CARSTAR’s CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).
• Schedule and record appraisal and delivery appointments.
• Update and maintain the store scheduler with Office Manager.
• Collect and record payment for completed repairs; may perform some A/R.
• File repair order paperwork accurately or record in CARSTAR management system.
• Provide customers with CARSTAR’s warranty information (5-Year and Limited Lifetime).
• Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
• Maintain the front office and customer reception areas.
• Attend daily release meetings.
• Other duties as assigned.

EXPERIENCE / SKILL REQUIREMENTS

• 2 years of customer service experience helpful, preferably in a retail setting.
• HS diploma or GED equivalent required; college degree preferred.
• Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.
• Call center sales experience (or equivalent sales experience) preferred.
• Highly organized; ability to handle multiple concurrent assignments.
• Proficient with Microsoft Office and POS/management systems.
• Strong attention to details.
• Punctual and professional appearance.
• Ability to receive direction and work well with others.
• Valid driver’s license and insurable driving record.
• Must be able to work the following days and hours:

• Monday – Friday (7:00 a.m. – 5:30 p.m.)
• Saturday (8:00 a.m. – 12:00 p.m)

PHYSICAL REQUIREMENTS

Essential physical requirements include:

• Ability to stoop, bend and kneel, squat, kneel and pulling
• Extended periods of kneeling, bending, squatting and stooping
• Carry and lift heavy objects (up to 50lbs)
• Standing, sitting and walking
• Performing repetitive motions'

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Work Remotely

• No

Job Type: Part-time

Pay: From $17.00 per hour

Expected hours: 25 – 40 per week

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Work Location: Multiple locations