Customer Experience Specialist | 401K Match + PTO

Classic Collision Corporate Services LLC; Fredericksburg (VA); Hybrid; USD 34,000 - 48,000; Full time

Benefits offered by this job

Supportive team culture

Company 401K match

6 paid holidays

Rewarding work

Job summary

Classic Collision is seeking a Customer Service Representative to be the first point of contact for customers and to guide them through the repair process, including insurance interactions. The role supports our fast-paced service center environment with responsibilities across customer communication, DRP management, and billing coordination.

Ideal candidates will have 18+ years of age, prior customer service or sales experience, a valid driver’s license, and strong organizational skills to

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.
• 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

Customer service

Sales

Interpersonal skills

Job description

Classic Collision is seeking a Customer Service Representative to be the first point of contact for customers and to guide them through the repair process, including insurance interactions. The role supports our fast-paced service center environment with responsibilities across customer communication, DRP management, and billing coordination.

Ideal candidates will have 18+ years of age, prior customer service or sales experience, a valid driver’s license, and strong organizational skills to