Customer Service Manager

ABRA; Bismarck (ND); On-site; USD 60,000 - 80,000; Full time

Job summary

Buller Automotive Inc. in Bismarck, ND is seeking a Customer Service Manager to lead the front line of the repair process and ensure a world-class customer experience from drop-off to delivery.

You will coordinate estimates, scheduling, communication with customers and insurers, and supervise daily center operations while upholding ABRA standards. This role emphasizes customer satisfaction, repair capture, and operational excellence.

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED required.
• Valid driver’s license and eligibility under company policy.
• Strong written and verbal communication skills.
• Demonstrated sales orientation with ability to convert estimates.
• Strong organizational, multitasking, and time management skills.
• Working knowledge of collision repair processes and estimating systems preferred.
• Professional demeanor with commitment to world-class customer service.

Responsibilities

• Greet customers in person or on the phone and determine needs.
• Manage vehicle drop-offs and deliveries for a seamless experience.
• Communicate updates to customers throughout the repair process.
• Arrange customer transportation as needed.
• Prepare accurate repair estimates and schedule work.
• Capture repairs and follow up to maximize center revenue.
• Coordinate with insurance partners and internal teammates.
• Ensure estimates comply with company and insurer guidelines.
• Document and photograph vehicles per company standards.
• Process required paperwork accurately and timely.
• Utilize computer systems for customer and repair management.
• Support daily administrative functions as assigned.
• Uphold safety and PPE requirements and professional standards.

Skills

Customer service

Verbal communication

Written communication

Sales orientation

Organization

Time management

Collision repair knowledge

Estimating systems

Education

High school diploma or GED

Tools

Collision estimating systems

Job description

Job Details: Job Location: ABRA Bismarck - Bismarck, ND 58504, Position Type: Full Time, Salary Range: $60,000.00 - $80,000.00 Base+Commission/year, Customer Service Manager – Buller Automotive Inc. (ABRA Bismarck)

The Customer Service Manager is responsible for delivering a world-class customer experience throughout the entire repair process while supporting daily center operations. This role serves as the primary point of contact for customers, insurance partners, and internal teammates, ensuring accurate estimating, efficient scheduling, effective communication, and adherence to ABRA standards. The Customer Service Manager contributes directly to customer satisfaction, repair capture, and overall center performance while upholding Buller Automotive’s mission, values, and commitment to operational excellence.

Essential Job Duties in 4 Key Performance Areas

1. Customer Experience and Frontline Engagement

• Properly greet customers in person or on the phone, determine their needs, and respond with guidance and assistance.
• Manage vehicle drop-offs and deliveries, ensuring seamless and professional customer experience.
• Communicate proactively with customers throughout the repair process, providing updates and managing expectations.
• Arrange customer transportation as needed.
• Demonstrate behaviors consistent with the Company’s Vision, Mission, and Values in all interactions.

2. Estimating, Sales, and Repair Capture

• Handle walk-in customer pay estimates, adjusted claim estimates, and preliminary DRP and/or drive-in estimates as assigned.
• Prepare accurate repair estimates, capture repairs, source parts, and schedule work as needed.
• Follow up on non-captured repairs to maximize conversion and center revenue.
• Demonstrate competence in Customer Service, Client Management, Repair Management, and Levels 1–3 Collision Damage Estimating.
• Ensure all estimates and repairs comply with Company, DRP, and insurer guidelines.

3. Operational Coordination and Administrative Excellence

• Effectively communicate with customers, clients, teammates, and vendors to ensure correct and efficient repairs.
• Map/mark and photograph vehicles according to company standards.
• Prepare and process required paperwork accurately and timely.
• Utilize all computer systems related to Customer Service, Client Management, Repair Management, and Collision Damage Estimating.
• Support daily center administrative functions as assigned.

4. Compliance, Quality, and Professional Standards

• Ensure adherence to ABRA policies, procedures, and standard operating guidelines.
• Maintain accurate documentation and organized workflow processes.
• Comply with all safety requirements, including proper use of PPE when necessary.
• Uphold professionalism in all interactions with customers, teammates, clients, and vendors.
• Perform other duties as assigned.

Skills & Requirements – Customer Service Manager

• Must be at least 18 years of age.
• High school diploma or GED required.
• Valid driver’s license and eligibility under company insurance policy (not an excluded driver).
• Strong written and verbal communication skills.
• Demonstrated sales orientation with the ability to convert estimates into repair orders.
• Strong organizational, multitasking, and time management skills with the ability to adapt in a fast-paced environment.
• Working knowledge of collision repair processes and estimating systems preferred.
• Professional demeanor with a strong commitment to delivering world-class customer service.

Physical Requirements / Working Conditions

The Customer Service Manager works in a collision repair shop environment with moderate to high noise levels and exposure to dust, fumes, chemicals, and varying weather conditions. Daily activities may include standing or sitting for extended periods, reaching above or below shoulder level, kneeling, bending, squatting, and stooping to inspect repairs. The position requires the ability to lift and carry up to 50 pounds and work near mechanical parts. Visual acuity is required to assess repair accuracy and completeness. Proper use of personal protective equipment (PPE) is mandatory when necessary.