Auto Collision CSR — Customer Care & Claims Expert

Classic Collision; Pineville (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Weekly

Continuous Training

Supportive Team Culture

401K Match

Medical/Dental/Vision

6 Paid Holidays

Rewarding Work

Job summary

Classic Collision is hiring a Customer Service Representative to be the first impression of the customer experience. The CSR educates customers on the repair process, handles insurance information, and coordinates rentals or tows to provide seamless service.

The successful candidate will manage communications throughout repairs, maintain DRP records, secure payments, and support center operations to ensure standards of safety, quality, and integrity are met.

Qualifications

• Must be at least 18 years of age.
• Previous experience in customer service, sales, or other related fields is preferred.
• Must have a valid driver’s license and be eligible for coverage under company insurance policy.
• Effective communication (written and verbal) and interpersonal skills are required.
• Organization and multi-tasking skills, good time management, and the ability to adapt easily to fast-paced environment.

Responsibilities

• Explain and educate customers on repair process on a high level, including insurance claim information and processes.
• Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing, and load level processes.
• Coordinate Rental Car /Tow companies to provide one-stop service to all customers.
• Ensure all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammate.
• May assist in customer communication throughout the repair process.
• Monitor DRP assignments, estimate/repair appointments and capture rates of assignments.
• Follow up on all DRP assignments present and past to maintain sales for the center.
• Maintain DRP logbooks and Enterprise ARMS daily.
• Secure proper payments
• Assist with reconciling invoices to payables report daily and monthly (as applicable)
• Ensure all customer comfort items are always fresh and available for customers as well as maintaining the customer waiting area.
• Perform other administrative tasks and duties as required to successfully meet the needs of the business.
• Other duties as assigned.

Job description

Classic Collision is hiring a Customer Service Representative to be the first impression of the customer experience. The CSR educates customers on the repair process, handles insurance information, and coordinates rentals or tows to provide seamless service.

The successful candidate will manage communications throughout repairs, maintain DRP records, secure payments, and support center operations to ensure standards of safety, quality, and integrity are met.