Customer Service Representative

Gerber Collision & Glass; Fort Wayne (IN); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Annual PTO

Parental leave

Paid holidays

Medical insurance

401(k)

Short-Term Disability & Life Insurance

Voluntary Life Insurance

Continuing Education Opportunities

Safety Glasses

Uniform stipend

Voluntary Daily Pay

Job summary

Gerber Collision & Glass is seeking a Customer Service Representative to deliver an exceptional customer experience and support the Repair Facility Team with administrative tasks.

You will manage customer and insurance relationships, schedule repairs, and ensure proper documentation and communication throughout the repair process.

Qualifications

• High School Diploma or GED required.
• Minimum: 1 year experience in a similar role such as administration assistant.
• Preferred: 1 year in an auto body or similar work environment including previous customer service experience.

Responsibilities

• All customer communications and insurance coordination during repair.
• Schedule vehicle repairs using CCC One, Daily Demand Capacity Planner, and scripts.
• Retrieve insurance assignments and repair authorizations for disassembly.
• Prepare RO packets with QC checklist, work order, parts list and windshield tag.
• Record communications with customers or insurers in CCC One notes.
• Confirm rental information and update CCC One accordingly.
• Manage ARMS daily to reflect rentals in CCC One.

Skills

Customer service

Multitasking

Attention to detail

Communication

Education

High School Diploma or GED

1 year experience in administration/ similar role

Preferred: 1 year in auto body/customer service

Tools

CCC One

ARMS

Job description

Built with Intent. Driven by YOU. At the

Company: Gerber Collision & Glass

Great Teams Don’t Happen by Accident Built with Intent. Driven by YOU. At the Gerber Collision & Glass, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

Our Commitment

The Boyd Group welcomes unique talents from all backgrounds and characteristics. We act with integrity and appreciate the diverse perspectives that make our "Greater Team" exceptional. Qualified individuals, including those with disabilities and Protected Veterans, are encouraged to apply.

Job Description

The CSR is responsible for providing an exceptional customer experience. They manage working relationships with customers and insurances companies while providing all components of administrative support for the Repair Facility Team.

Key Job Responsibilities

• Ensure consistent execution of WOW (Wow Operating Way) plan.
• Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting. (CCC One is our repair management system)
• Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to dissemble vehicles for repairs.
• Prepares RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tag used to record the proper indicators -R (rental)-NR (no rental)-G (Gerber pay).
• Records all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
• Confirms car rental information and updates CCC One with rental car usage information.
• Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in CCC One.

Education And/or Experience Required

• High School Diploma or GED (General Education Diploma)
• Minimum: 1 year experience in a similar role such as administration assistant.
• Preferred: 1 year in an auto body or similar work environment including previous customer service experience.

Required Skills/Abilities

• Ability to function well in a fast past environment, demonstrating multitasking ability while under pressure.
• Strong attention to detail with a high degree of accuracy.
• Knowledge of general office equipment and basic computer skills as well as good oral and written communication skills with strong sales drive and exceptional customer service.

Other Requirements

• Valid driver’s license.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Benefits That Drive Your Success

• Annual Paid Time Off (PTO) plans
• 2 weeks of Paid Parental Leave for Full time Employees who work a minimum of 30 hours per week
• 6 paid holidays annually
• Medical, Prescription Drug, Dental & Vision Insurance effective Day 1
• 401(k) Retirement Plan with company match
• Employer Paid Short-Term Disability & Life Insurance
• Additional Voluntary Life Insurance
• Continuing Education Opportunities
• Free Prescription or Non-Prescription Safety Glasses annually
• Annual Voluntary Uniform Stipend
• Voluntary Daily Pay option available

About Us

Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. Please visit gerbercareers.com to learn more about our company.

AI Disclosure Statement

At The Boyd Group and all affiliated companies, we do not use artificial intelligence (AI) or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.

Compensation Details

$16 - $19 / Hourly