Customer Service Representative

CARSTAR Franchising, Inc.; Rockville (MD); On-site; USD 32,000 - 48,000; Full time

Job summary

CARSTAR Franchising, Inc. in Rockville, MD is seeking a Customer Service Representative to greet customers, handle phone inquiries, and drive sales both in person and over the phone.

You will explain the repair process, coordinate appointments, maintain front office, process payments, and support CSI/NPS surveys. This role requires 2+ years of customer service, strong communication, and organizational skills, with a valid driving record.

Qualifications

• 2+ years of customer service experience required, preferably in a retail setting.
• Excellent customer service, communication and negotiation skills.
• Call center sales experience preferred.
• Highly organized; ability to handle multiple concurrent assignments.
• Proficient with Microsoft Office and POS/management systems.
• Strong attention to details.
• Ability to receive direction and work well with others.
• Valid driver’s license and insurable driving record.

Responsibilities

• Greet walk-in customers in a professional manner.
• Answer and direct all phone traffic politely.
• Ask for the sale and schedule estimates to achieve a 75% close rate (minimum).
• Explain CARSTAR’s repair process, including insurance claims, payment procedures, and delivery dates.
• Educate customers on CARSTAR’s CSI/NPS survey and service quality.
• Schedule and record appraisal and delivery appointments.
• Maintain the store scheduler with Office Manager.
• Collect and record payment for completed repairs; assist with A/R.
• File repair orders accurately or record in CARSTAR management system.
• Provide customers with CARSTAR’s warranty information (5-Year and Limited Lifetime).
• Perform follow-up sales calls on unsold quotes within 48 hours.
• Maintain the front office and reception areas.
• Attend daily release meetings.
• Other duties as assigned.

Skills

Customer service

Sales closing

Microsoft Office

POS/management systems

Attention to detail

Punctual and professional appearance

Tools

POS/management systems

MS Office

Job description

The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include – gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.

Duties / Responsibilities

• Greets all walk-in customers in a professional and courteous manner.
• Answer and directs all phone traffic in a polite, courteous and cheerful manner.
• Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
• Explain CARSTAR’s repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.
• Educate customers on CARSTAR’s CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).
• Schedule and record appraisal and delivery appointments.
• Update and maintain the store scheduler with Office Manager.
• Collect and record payment for completed repairs; may perform some A/R.
• File repair order paperwork accurately or record in CARSTAR management system.
• Provide customers with CARSTAR’s warranty information (5-Year and Limited Lifetime).
• Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
• Maintain the front office and customer reception areas.
• Attend daily release meetings.
• Other duties as assigned.
  

Experience / Skill Requirements

• 2+ years of customer service experience required, preferably in a retail setting.
• Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.
• Call center sales experience (or equivalent sales experience) preferred.
• Highly organized; ability to handle multiple concurrent assignments.
• Proficient with Microsoft Office and POS/management systems.
• Strong attention to details.
• Punctual and professional appearance.
• Ability to receive direction and work well with others.
• Valid driver’s license and insurable driving record.
  

Physical Requirements

• Essential physical requirements include:
• Ability to stoop, bend and kneel, squat, kneel and pulling
• Extended periods of kneeling, bending, squatting and stooping
• Carry and lift heavy objects (up to 50lbs)
• Standing, sitting and walking
• Performing repetitive motions
  

Exposure to:

• Paint, fumes and particles
• Dirt / Dust
• Varying heat / cold

*All duties, responsibilities and experience are subject to change by location

**This site contains postings for jobs at independently owned and operated franchises. Only the franchisee that you apply to work for is responsible for employment matters at the locations, including hiring, firing, discipline, supervisions, staffing, and scheduling employees.CARSTAR Franchisor SPV LLC has no control over employment matters at the location.CARSTAR Franchisor SPV LLC will not receive a copy of your employment application and it will have no involvement in any employment decisions, including whether you receive an interview for the job or whether you are hired.