Customer Experience Associate for Auto Collision

Classic Collision; Huntsville (AL); On-site; USD 20,664,000 - 27,552,000; Full time

Benefits offered by this job

Paid Weekly

Continuous Training

Supportive Team Culture

Company match 401K

Medical/Dental/Vision

Paid Time Off – 6 Paid Holiday

Rewarding Work

Job summary

Classic Collision is seeking a Customer Service Representative to greet and assist customers, explain the repair process, and coordinate with insurance providers. The CSR will relay information, manage equipment and partner requirements, and ensure smooth handoffs to service advisors.

The role involves handling billing, scheduling, and payments, while maintaining a welcoming waiting area and supporting administrative tasks to keep the center efficient.

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.

Skills

Effective communication

Interpersonal skills

Organization and multi-tasking

Job description

Classic Collision is seeking a Customer Service Representative to greet and assist customers, explain the repair process, and coordinate with insurance providers. The CSR will relay information, manage equipment and partner requirements, and ensure smooth handoffs to service advisors.

The role involves handling billing, scheduling, and payments, while maintaining a welcoming waiting area and supporting administrative tasks to keep the center efficient.