Customer Service Rep

Puget Collision; United States; On-site; USD 25,000 - 33,000; Full time

Job summary

Puget Collision is seeking a Customer Service Representative to be the primary contact for customers at initial reception and throughout the vehicle repair process. You will secure customer confidence by listening empathetically and answering basic questions about the repair process.

The role requires strong communication, ability to manage schedules, insurance processes, and coordination with Estimator and Center Leader to ensure a smooth customer experience.

Qualifications

• Collision University Training completed or to be completed within 6 months of employment.
• Proficient with basic computer systems used for customer interactions.
• Ability to multi-task in a fast-paced environment with a flexible attitude.
• Ability to read, understand, and follow written instructions accurately.

Responsibilities

• Greet customers professionally and provide a warm reception to ensure high levels of service.
• Answer phones, respond to voicemails the same day, and coordinate with shop personnel for inquiries.

Skills

Collision University Training

Basic Computer Skills

Multi-tasking

Read & follow written instructions

Education

Collision University Training

Job description

Job Description

Job Description: Customer Service Representative

The CSR is the primary contact for all initial customer reception and is responsible for customer care throughout the vehicle repair process. The CSR must be able to secure the customer by being an empathetic listener with the ability to answer basic questions related to the repair process.

FLSA Status: Non-Exempt

Work Location: Full Time Hourly

Job Responsibilities

• Greet customers professionally and in a timely manner, ensure a high degree of customer service excellence with a warm reception and offer customer comfort items.
• Answer the phone professionally and respond to all voice mails same day, addressing customer inquiries with the appropriate shop team members.
• Inform customer of repair process, insurance claim processing, payment procedures, repair techniques, and expected delivery date of repair.
• Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
• Capture the business for customers who walk through the door or call for an estimate by establishing customer confidence and trust in our abilities and company. This will include being knowledgeable of our certifications and insurance carrier partnerships.
• Follow-up on all Missed Opportunities
• Schedule appointments for the Estimator effectively ensuring accurate and timely calendar updates.
• Oversee processing of initial insurance assignments, customer contact/appointment verification.
• Ensure all “scheduled in” repairs are set up the day before to receive the customer: rental car arrangements, parts review, payment confirmations, create the CCC one file.
• Ensure all documents are scanned in the CCC one file: Check in Sheet, Estimate, Adjusted Sheets, Parts Invoices, Payments, and Final Bills.
• Confirm customer information is accurate and complete for all communication needed.
• Ensure file is ready, vehicle is complete and “CSR Quality Control Checked” before customer is called for vehicle delivery.
• Daily audit of all Parts invoices posted in CCC
• Ensure Banking Transactions & Deposits are posted and completed accurately by deadline.
• Open mail daily and disperse appropriately including invoices and statements.
• Ensure lobbies clean and orderly, customer comfort areas stocked, marketing material available.
• Monitor and replenish office supplies and orders needed for the shop with Center Leader approval.
• Ensure Regulatory Documents, Permits are current, posted and filed appropriately at the shop.
• Ensure safety items are stocked such as first aid kits and safety glasses in the lobbies.

Key Performance Metrics

• Customer Service Index Score 95%, Kept Informed, Net Promoter Score
• Educate the customer on the survey and ask to take the surveys with a monthly goal of 30%.
• Ask for the sale and schedule the repair: 75% Closing Ratio.

Skills/Qualifications

• Collision University Training required in first 6 months of employment.
• Basic Computer Skills are necessary to navigate company systems & communicate with customers.
• Must be able to multi-task in a high-paced environment with a flexible attitude.
• The ability to read, understand, and perform written instructions accurately and consistently and to work independently as well as with others in an organized manner.

Behavioral Excellence Required

• Perform all assigned responsibilities according to the Company Standard Operating Procedures.
• Adheres to the company’s non-disclosure and confidentiality policies concerning customer information.

Physical Requirements

• Ability to work in both office and automotive repair shop environments.
• Ability to sit for extended periods while using a computer, telephone, and other office equipment.
• Ability to stand and walk frequently throughout the workday while assisting customers, inspecting vehicles, and coordinating with shop personnel.
• Ability to move throughout the facility, including office, production, and parking areas.
• Ability to occasionally bend, stoop, reach, and lift materials or office supplies weighing up to 20 pounds.
• Ability to use hands and