Customer Service Representative

Buller Automotive, Inc; Billings (MT); On-site; USD 26,000 - 32,000; Full time

Job summary

CARSTAR Billings is seeking a Customer Service Representative to provide World Class service to customers in person, on the phone, and throughout the repair process.

The CSR will greet customers, handle calls, coordinate rental car/tow services, and support DRP processes while maintaining accurate records and ensuring smooth daily operations in a fast-paced center.

Qualifications

• High school diploma or GED required.
• Minimum 18 years old.
• Ability to communicate effectively, in person and in writing.
• Ability to read and understand basics of repair instructions, written estimates and work orders.
• Adaptable to a fast-paced environment and capable of multitasking.
• Maintain a professional appearance.

Responsibilities

• Greet customers promptly and professionally.
• Answer phone calls within 3 rings and relay messages.
• Coordinate DRP assignments and support repair process.
• Maintain DRP logs/records and daily ARMS.
• Ensure proper payments and filing of daily records.
• Provide customer updates during the repair process.

Skills

World Class customer service

Oral and written communication

Organization & multitasking

Professional appearance

Education

High school diploma or GED

Job description

Job Details: Job Location: CARSTAR Billings - Billings, MT 59105, Position Type: Full Time, Salary Range: $19.00 - $23.00 Hourly, The Customer Service Representative (CSR) Provides World Class Customer Service Experience to all Carstar customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center

Essential Job Duties

• Greet all customers in a timely, friendly and professional manner utilizing the 5-10 foot rule; if a team member is within 10 feet of a customer, eye contact must be made, if they are within 5 feet, a greeting is necessary
• Answer all phone calls consistently within 3 rings, communicate all phone messages immediately to the correct recipient
• Monitor work volume scheduled for the center and recommend load level requests when necessary; support market segmentation by assigning cars to appropriate location for quality repair
• 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
• Repair Orders: All files are opened with DRP compliance, including obtaining proper authorizations
• 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 in order to maintain sales for the center
• Maintain DRP logbooks and Enterprise ARMS by 9am daily
• Secure proper payments; DRP completed as required
• Filing daily: customer records, RO jackets in alphabetical order, parts invoices, etc.
• Assist OM/OA with reconciling invoices to payables report daily and monthly (as applicable)
• Ensure all customer comfort items are fresh and available for customers at all times (coffee, water, popcorn, magazines, etc.) as well as maintaining the customer waiting area
• Comply with Carstar daily receipts guidelines and procedures
• Comply with all Carstar safety rules, guidelines and standards
• Perform other duties as required to successfully meet the needs of the business

Qualifications: Skill/Requirements

• High school diploma or GED
• Must be at least 18 years of age
• Ability to effectively communicate with others, oral and written
• Ability to read and understand basics of repair instructions, written estimates and work orders
• Organization and multi-tasking; adapts easily to fast-paced environment
• Personable, friendly demeanor with World Class customer service approach to internal and external customers
• Maintain a well-groomed, professional appearance

Physical Requirements / Working Conditions

Position is based in a climate controlled, professional office environment with moderate noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Specific vision abilities required by this job include close vision requirements due to computer work. Regularly required to talk or hear. Frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. The job may require lifting up to 20 lbs and long periods of sitting while working at desk. In the event that travel is required, must be able to uphold the stress of traveling.