Customer Experience Specialist — Auto Collision

Boyd Group Services; Lexington (VA); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

PTO

Parental leave

Health insurance

401(k) match

Disability & Life Insurance

Education opportunities

Uniform stipend

Daily pay

Job summary

Gerber Collision & Glass is seeking a Customer Service Representative to deliver an exceptional customer experience and manage relationships with customers and insurance partners. You will provide all administrative support for the Repair Facility Team and contribute to a fast-paced, detail-oriented environment.

You will coordinate appointments, document repairs, and track rental car information while using CCC One and ARMS systems to ensure accurate records and timely communication.

Qualifications

• High School Diploma or GED required.
• Minimum: 1 year experience in a similar role such as administration assistant.
• Preferred: 1 year in an auto body or similar work environment including previous customer service experience.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail with a high degree of accuracy.
• Good oral and written communication with strong sales drive and exceptional customer service.

Responsibilities

• Ensure consistent execution of WOW (Wow Operating Way) plan.
• Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting.
• Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation to disassemble vehicles for repairs.
• Prepare RO work packet with QC checklist, work order, parts list and windshield tag for repair process.
• Record all communication with customers or insurance partners during the repair using CCC One notes.
• Confirm car rental information and update CCC One with rental car usage details.
• Manage ARMS throughout the day to ensure vehicles are noted in CCC One.

Skills

Customer service

Multitasking

Attention to detail

Communication skills

Education

High School Diploma or GED

Tools

CCC One

ARMS

Daily Demand Capacity Planner

Job description

Gerber Collision & Glass is seeking a Customer Service Representative to deliver an exceptional customer experience and manage relationships with customers and insurance partners. You will provide all administrative support for the Repair Facility Team and contribute to a fast-paced, detail-oriented environment.

You will coordinate appointments, document repairs, and track rental car information while using CCC One and ARMS systems to ensure accurate records and timely communication.