Auto Collision CSR: Customer Care & Repair Coordinator

Puget Collision; Seattle (WA); On-site; USD 57,308,000 - 77,366,000; Full time

Job summary

Puget Collision is seeking a Customer Service Rep in Seattle (Ballard area) to be the first point of contact for customers through the repair process. You will greet clients, answer calls, explain repair steps and insurer interactions, and coordinate with Estimator to ensure timely scheduling and delivery.

The role emphasizes attentive listening, accurate documentation, and a proactive, team-oriented approach in a busy shop environment.

Qualifications

• Collision University Training required in first 6 months of employment.
• Basic Computer Skills are necessary to navigate company systems & communicate with customers.
• Must be able to multi-task in a high-paced environment with a flexible attitude.
• The ability to read, understand, and perform written instructions accurately and consistently and to work independently as well as with others in an organized manner.

Responsibilities

• Greet customers professionally and in a timely manner, ensure a high degree of customer service excellence with a warm reception and offer customer comfort items.
• Answer the phone professionally and respond to all voice mails same day, addressing customer inquiries with the appropriate shop team members.
• Inform customer of repair process, insurance claim processing, payment procedures, repair techniques, and expected delivery date of repair.
• Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
• Capture the business for customers who walk through the door or call for an estimate by establishing customer confidence and trust in our abilities and company.
• Follow-up on all Missed Opportunities
• Schedule appointments for the Estimator effectively ensuring accurate and timely calendar updates.
• Oversee processing of initial insurance assignments, customer contact/appointment verification.
• Ensure all “scheduled in” repairs are set up the day before to receive the customer: rental car arrangements, parts review, payment confirmations, create the CCC one file.
• Ensure all documents are scanned in the CCC one file: Check in Sheet, Estimate, Adjusted Sheets, Parts Invoices, Payments, and Final Bills.
• Confirm customer information is accurate and complete for all communication needed.
• Ensure file is ready, vehicle is complete and “CSR Quality Control Checked” before customer is called for vehicle delivery.
• Daily audit of all Parts invoices posted in CCC
• Ensure Banking Transactions & Deposits are posted and completed accurately by deadline.
• Open mail daily and disperse appropriately including invoices and statements.
• Ensure lobbies clean and orderly, customer comfort areas stocked, marketing material available.
• Monitor and replenish office supplies and orders needed for the shop with Center Leader approval.
• Ensure Regulatory Documents, Permits are current, posted and filed appropriately at the shop.
• Ensure safety items are stocked such as first aid kits and safety glasses in the lobbies.

Skills

Collision University Training

Basic Computer Skills

Multi-tasking

Written Instructions

Independence

Job description

Puget Collision is seeking a Customer Service Rep in Seattle (Ballard area) to be the first point of contact for customers through the repair process. You will greet clients, answer calls, explain repair steps and insurer interactions, and coordinate with Estimator to ensure timely scheduling and delivery.

The role emphasizes attentive listening, accurate documentation, and a proactive, team-oriented approach in a busy shop environment.