Customer Experience Specialist - Auto Repair Front Desk

Classic Collision Corporate Services LLC; Hampton (VA); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Supportive Team Culture

Company match 401K

Paid Time Off – 6 Paid Holiday

Rewarding Work

Job summary

Classic Collision is seeking a Customer Service Representative to serve as the first impression of the customer experience. The CSR educates customers on the repair process, coordinates insurance-related steps, and ensures smooth service from intake through delivery.

Responsibilities include handling DRP assignments, coordinating rental cars and tow services, and maintaining customer waiting areas while supporting the center’s sales objectives.

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 at 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 or 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 to maintain sales for the center.

Skills

Effective communication

Interpersonal skills

Organization

Multi-tasking

Time management

Adaptability

Job description

Classic Collision is seeking a Customer Service Representative to serve as the first impression of the customer experience. The CSR educates customers on the repair process, coordinates insurance-related steps, and ensures smooth service from intake through delivery.

Responsibilities include handling DRP assignments, coordinating rental cars and tow services, and maintaining customer waiting areas while supporting the center’s sales objectives.