Customer Experience Specialist – Collision Repair

Classic Collision Corporate Services LLC; San Antonio (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Company match 401K

Paid time off (6 holidays)

Supportive team culture

Job summary

Classic Collision is seeking a Customer Service Representative to greet customers, explain the repair process, and coordinate insurance information with partners. The CSR serves as the first impression of our customer experience and supports the service team throughout the vehicle repair journey.

Responsibilities include educating customers on repairs, managing DRP assignments, arranging rental cars and tow services, and assisting with invoicing and follow-ups to grow center sales.

Qualifications

• Must be at least 18 years of age.
• Previous experience in customer service or related fields 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 otheradministrative tasks andduties as required to successfully meet the needs of the business.
• Other duties as assigned.

Skills

Communication skills

Interpersonal skills

Organization

Multitasking

Time management

Adaptability

Job description

Classic Collision is seeking a Customer Service Representative to greet customers, explain the repair process, and coordinate insurance information with partners. The CSR serves as the first impression of our customer experience and supports the service team throughout the vehicle repair journey.

Responsibilities include educating customers on repairs, managing DRP assignments, arranging rental cars and tow services, and assisting with invoicing and follow-ups to grow center sales.