Customer Service Representative

Csncollision; Gardena (CA); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

401k Match

Vacation

Sick Pay

Holiday

Medical, dental, Vision Insurance

Job summary

Auto Collision Group, Inc. is seeking a Customer Service Representative to be the first and last point of contact for customers. You will check in vehicles, keep customers informed on repair progress, manage rentals, and communicate with insurance companies on behalf of clients.

You’ll also handle payments, scheduling, and clerical duties while maintaining dealer relations. The CSR will work closely with estimators and production managers to ensure precise updates and a smooth repair process,

Qualifications

• Greet customers in person and by phone with a friendly, professional demeanor.
• Secure repair authorizations and gather necessary information.
• Create and maintain customer files and update information.
• Handle insurance communications and claim-related tasks.
• Schedule appointments for estimates, drop-offs, and pickups.

Responsibilities

• Check in customers and vehicles and update on repair progress.
• Manage rentals and dealer relations; communicate with insurance companies.
• Take payments and record transactions in the estimating system.
• Escalate issues to management when needed and ensure accurate updates.
• Maintain a clean office environment and perform light duties as required.

Skills

Customer service

Phone etiquette

Clerical tasks

Insurance liaison

Scheduling

Job description

The Customer Service Rep (CSR) is the first and last point of contact with Auto Collision Group, Inc. customers. The CSR will play an integral role in delivering the highest quality of service to everyone who contacts ACG and walks through body shop. In this role, the CSR is responsible for checking in customers, their vehicles and for keeping the customer informed and updated on the process. Managing and organizing rentals, speaking to insurance companies on behalf of our customers and maintaining Dealer relations. Managing the telephones is a priority; helping the customer as much as possible and then transferring calls, taking messages, and making outbound calls to customers and to ACG vendors

Requirements

• Greet customers in a friendly and inviting manner by phone and in person.
• Properly secure repair authorizations for customer vehicle repair.
• Create customer files.
• Collect and update all customer information.
• Handle clerical aspects of Insurance Claims and Supplements.
• Open repair orders in estimating system.
• Confirm coverage and deductibles with insurance companies for all repair orders.
• Update customer on vehicle status two to three times a week and update notes in estimating system.
• Handle customer complaints with integrity and poise. Escalate call to upper management if unable to resolve the issue.
• Meet daily with Estimator and Production Manager to ensure accurate updates are given.
• Update car rental program daily.
• Receive cash, checks and credit card payments from customers. Record payments in estimating system.
• Assist with closing files for delivery.
• Check the exceptions tab in estimating system throughout the repair process.
• Ensure all parts have been received and invoices are posted.
• Confirm all labor has been assigned accordingly.
• Schedule estimate appointments, vehicle drop off and vehicle pick up appointments.
• Deliver customer vehicles.
• Collect payments (i.e. deductibles, insurance drafts, etc.).
• Walk customer to their vehicle and review the repairs that were done on the vehicle. Escalate questions as needed with shop Estimator.
• Clerical duties (i.e. filing, faxing, photocopying, scanning, etc.)
• Maintains clean office environment. May be required to perform light cleaning duties such as sweeping, mopping, wiping, dusting etc. in the facility
• Conducts routine tasks as directed
• Closely supervised with little latitude for independent judgment

Benefits

• 401k Match
• Vacation
• Sick Pay
• Holiday
• Medical, dental, Vision Insurance