Care Service Representative

Classic Collision Corporate Services LLC; Bellevue (WA); Hybrid; USD 38,000 - 58,000; Full time

Job summary

Classic Collision is seeking a Care Center representative to answer inquiries from customers and insurers via phone, SMS, and chat. You will schedule appointments with shops using CCC One and maintain professional communication across teams.

The role requires strong customer service skills, proficiency in Microsoft Teams and Outlook, and the ability to handle inbound/outbound calls and multiple channels using 8x8. Occasional Saturdays may be required.

Qualifications

• Customer service background is a must.
• Professional phone presence both inbound/outbound calling.
• Call Center background a plus.
• Understanding of the Collision industry is a huge plus.

Responsibilities

• Dispatch and schedule appointments accurately using CCC One.
• Be proficient in Microsoft Teams.
• Be proficient in Microsoft Outlook.
• Answer questions via 8x8 related to status updates for vehicles.
• Escalate requests as needed.
• Handle inbound and outbound contacts via phone, chat, email, and SMS with 8x8.
• Partner with shops, the DRPs, and their workflows.
• Coordinate with Regional Office Managers and Regional Managers.

Skills

Customer service

Microsoft Teams

Microsoft Outlook

8x8 communications

Windows OS

Tools

CCC1

Job description

Classic Collision was established in 1983 in Atlanta, Georgia with one single goal: To offer quality service to its customers with integrity and honesty. Be a part of a rapidly growing company whose mission is to put safety, quality, integrity, and heart into every vehicle we repair and customer we serve.

Classic Collision offers competitive pay, benefits, and career advancement opportunities.

Please come and join our team!

Why Choose Classic Collision?

PRIMARY OBJECTIVES/JOB SUMMARY

The Care Center is an extension of the Classic Collision Operations team and supports both internal and external customers. The Care Center representative is responsible for answering customer’s and insurer’s inquiries via, phone, SMS, and Chat Service.

ESSENTIAL RESPONSIBLITIES:

The overall goal is to collaborate with shops to schedule potential clients at their earliest available calendar appointment. The Care Representative is required to work Classic Collision repair center hours in their home market. Unless you are assigned a specific shift which may include rotating Saturdays. As a support teammate, it is critical to lead by example such as being punctual, professional and supportive.

• Dispatch, and schedule appoints accurately using CCC One.
• Must be proficient in Microsoft Teams
• Must be proficient in Microsoft Outlook
• Answer questions via 8x8 related to status updates for vehicles.
• Escalate requests/questions as needed.
• 8x8 proficiency: Inbound and outbound contacts via phone, chat, email, and SMS.
• Use Care Center resources to properly complete the job duties.
• Partner with your shops, the DRPs, and their workflows.
• Partner your Regional Office Managers and Regional Managers

BEHAVIORS/COMPETENCIES

• Ensure Company Policy, Procedures, and Values are being adhered to
• Display respect and accountability at every level and every interaction.
• Provide the highest level of customer service while building customer satisfaction and retention
• Develop and display innovative approaches and ideas to our business.
• Help contribute to building a positive team spirit
• Support everyone’s efforts to succeed.

EDUCATION AND/OR EXPERIENCE

• Have a general competency using Windows operating system.
• Customer service background is a must.
• Professional phone presence both inbound/outbound calling
• Call Center background a plus.
• Understanding of the Collision industry is a huge plus.

LANGUAGE SKILLS

• Able to read and write effectively in English.
• Following proper punctuation and grammar when communicating in written format to customers and insurers.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to read and write effectively in Spanish is a huge plus.

OTHER SKILLS AND ABILITIES

• Mastery of Microsoft teams is required.
• Intermediate Microsoft Office, and outlook skills
• Experience with CCC1 is a huge plus.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Continually required to sit for longer periods.
• Continually required to use hands and fingers.
• Continually required to talk or hear.
• The noise level in the work environment usually is moderate.
• Work our Hours of operation: 830am-530pm Monday-Friday

This job description should not be considered to imply that these requirements are the exclusive standards of the position. Associates are expected to follow any other instructions and perform any other related duties as may be required by the manager.

Note: Key areas of responsibility for this position are described under the heading below. They may be subject to change at any time due to reasonable accommodations or managements’ rights to reassign duties and responsibilities of this job at any time.

Classic Collision is an Equal Opportunity Employer:

As an equal opportunity employer, Classic Collision does not discriminate against any employee or candidate based on age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.

Reasonable Accommodations:

Classic Collision is an equal opportunity employer that is committed to working with and providing reasonable accommodations to individual with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or submit an online application, please e-mail [e-mail] or call [phone]. This email and phone number are listed exclusively to assist disabled job seekers whose disability prevents them from being able to apply online.

This job description is not a complete statement of all duties and responsibilities comprising the position.

#CC

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.