Customer Experience Specialist – Auto Collision & Glass

Holdings LLC; Skokie (IL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Annual PTO

Paid parental leave

Medical, dental & vision insurance Day

401(k) retirement plan with company

Voluntary life insurance

Job summary

Gerber Collision & Glass is seeking a Customer Service Representative (CSR) to deliver exceptional customer experiences in our collision and glass repair facility in Skokie, IL. The role focuses on managing relationships with customers and insurance partners while providing essential administrative support to the Repair Facility Team.

Responsibilities include scheduling repairs, securing authorizations, preparing repair orders with detailed checklists, maintaining clear communication via CCC

Qualifications

• High School Diploma or GED required.
• Minimum 1 year experience in a similar administrative role.
• Preferred: 1 year in auto body or related customer service environment.

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 in order to dissemble vehicles for repairs.
• Prepares RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tag used to record the proper indicators -R (rental)-NR (no rental)-G (Gerber pay).
• Records all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
• Confirms car rental information and updates CCC One with rental car usage information.
• Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in CCC One.

Skills

Multitasking

Attention to detail

Communication skills

Sales drive

Customer service

General office equipment

Computer 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 (CSR) to deliver exceptional customer experiences in our collision and glass repair facility in Skokie, IL. The role focuses on managing relationships with customers and insurance partners while providing essential administrative support to the Repair Facility Team.

Responsibilities include scheduling repairs, securing authorizations, preparing repair orders with detailed checklists, maintaining clear communication via CCC