Customer Experience Specialist (CSR) – Collision Center

Classic Collision Corporate Services LLC; Troutman (NC); On-site; USD 32,000 - 52,000; 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 our customer experience. You will explain the repair process, educate customers on insurance claims, and coordinate rental car and tow services to provide seamless, one-stop service.

The role requires strong communication, organization, and multitasking skills to support a fast-paced environment. Join a team focused on safety, integrity, and customer care.

Qualifications

• Must be at least 18 years of age.
• 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.
• Previous experience in customer service, sales, or other related fields is preferred.

Responsibilities

• Explain and educate customers on repair process at a high level, including insurance claim information and processes.
• Maintain knowledge of insurance partner requirements regarding authorizations, billing, and load level processes.
• Coordinate Rental Car and Tow companies to provide one-stop service to all customers.
• Ensure 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 DRP assignments to maintain sales for the center.
• Maintain DRP logbooks and Enterprise ARMS daily.
• Assist with reconciling invoices to payables reports daily and monthly.
• Ensure customer waiting area is clean and stocked with necessary items.
• Perform other duties as required.

Skills

Customer service

Sales

Interpersonal skills

Job description

Classic Collision is seeking a Customer Service Representative to serve as the first impression of our customer experience. You will explain the repair process, educate customers on insurance claims, and coordinate rental car and tow services to provide seamless, one-stop service.

The role requires strong communication, organization, and multitasking skills to support a fast-paced environment. Join a team focused on safety, integrity, and customer care.