Customer Service Representative

VIVE Collision; New Castle (DE); Hybrid; USD 34,000 - 48,000; Full time

Job summary

VIVE Collision in New Castle, Delaware, is seeking a friendly Customer Service Representative to greet guests, answer phones, and keep the front office running smoothly.

You will provide timely repair status updates, coordinate appointments, and communicate with customers, insurance carriers, and internal teams.

The role includes light accounts receivable, administrative duties, and supporting day-to-day shop operations with a calm, solution-focused approach.

Qualifications

• Experience in customer service, front office, or administrative roles.
• Able to communicate confidently and professionally with customers.
• Capable of handling a high volume of calls, emails, and interactions.
• Highly organized with strong attention to detail and follow-through.

Responsibilities

• Greet customers and provide a welcoming, professional experience.
• Answer incoming calls and assist customers with questions about their repairs.
• Provide proactive repair status updates so customers aren’t left wondering about progress.
• Schedule appointments and accurately enter customer and vehicle information.
• Communicate with customers, insurance companies, and internal team members.
• Follow up with insurance carriers regarding claim status, payments, or additional information.
• Assist Collision Consultants and shop leadership with administrative needs.
• Process customer payments and assist with accounts receivable.
• Monitor and respond to emails in a timely manner.
• Maintain accurate digital and physical documentation.
• Help keep the front office organized and running efficiently.
• Provide additional administrative support as needed.

Skills

Customer service

Front office

Administrative

Communication

Multi-tasking

Microsoft Office

Team player

Initiative

Tools

CRM software

Office software

Job description

The Customer Service Representative is responsible for providing exceptional customer service in person and over the phone. Keeping our customers informed throughout their repair is of the utmost importance. Additionally responsible for light accounts receivable, administrative duties, and assisting with the shop’s day-to-day operations.

Job Requirements

• Greet customers and provide a welcoming, professional experience
• Answer incoming calls and assist customers with questions about their repairs
• Provide proactive repair status updates so customers aren’t left wondering what’s happening with their vehicle
• Schedule appointments and accurately enter customer and vehicle information
• Communicate with customers, insurance companies, and internal team members
• Follow up with insurance carriers regarding claim status, payments, or other needed information
• Assist Collision Consultants and shop leadership with administrative needs
• Process customer payments and assist with accounts receivable
• Monitor and respond to emails in a timely manner
• Maintain accurate digital and physical documentation
• Help keep the front office organized and running efficiently
• Provide additional administrative support as needed

Skills and Qualifications

• Have previous customer service, front office, or administrative experience
• Communicate confidently and professionally with customers
• Are comfortable handling a high volume of phone calls, emails, and customer interactions
• Can remain calm and solution-focused when working with frustrated or concerned customers
• Are highly organized and able to manage multiple priorities
• Have strong attention to detail and follow-through
• Are comfortable learning and working in computer-based systems
• Have experience with Microsoft Office
• Are dependable, professional, and team-oriented
• Take initiative instead of waiting to be told what needs to happen next