Collision Concierge & Total-Loss Support Advocate

The Hertrich Family of Automobile Dealerships; Ohio; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with Employer Match

Paid Vacation Holidays Sick Time

Employee Vehicle Purchase Discounts

Career Growth Opportunities

Job summary

The Hertrich Family of Dealerships seeks a Collision Center Concierge / Body Shop Assistant to guide customers through a total-loss process, coordinate communication, and provide support from determination to replacement vehicle.

This non-sales role emphasizes customer advocacy, organized follow-through, and collaboration with collision staff, adjusters, lenders, and dealership teams to ensure smooth resolutions.

Qualifications

• Exceptional phone, written, and customer-service skills.
• Empathy, professionalism, and sound judgment.
• Highly organized with persistent follow-through.

Responsibilities

• Provide empathetic guidance following a total-loss determination.
• Help customers understand general insurance-related next steps using approved guidance.
• Coordinate with collision staff, adjusters, lenders, and other appropriate contacts.
• Track documents, questions, rental deadlines, and next actions.
• Understand customer transportation needs and replacement timing.
• Introduce interested customers to the appropriate Hertrich dealership professional.
• Ensure handoffs are completed and commitments are followed.
• Maintain accurate customer records, permissions, case status, and outcomes.
• Follow up through vehicle delivery or another documented resolution.

Skills

Customer service

Empathy

Organization

CRM skills

Tools

CRM software

Job description

The Hertrich Family of Dealerships seeks a Collision Center Concierge / Body Shop Assistant to guide customers through a total-loss process, coordinate communication, and provide support from determination to replacement vehicle.

This non-sales role emphasizes customer advocacy, organized follow-through, and collaboration with collision staff, adjusters, lenders, and dealership teams to ensure smooth resolutions.