Customer Service Representative

Bonnell; Traverse City (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Bonnell in Traverse City, MI seeks a Customer Service Representative to provide courteous, timely support to customers in person and over the phone. You will gather information, coordinate with estimators, arrange tow services, and manage payments and documentation.

A positive attitude and basic computer skills are essential. What you bring: with at least 1 year in customer service, a high school diploma or GED, and a willingness to work with automotive-related processes.

Qualifications

• High school diploma or GED required.
• At least 1 year of related customer service experience.
• Automotive industry experience preferred but not required.
• Comfortable using computers and general office software.

Responsibilities

• Greet customers professionally in person or on the phone.
• Answer calls promptly and relay messages as needed.
• Address customer questions and act as liaison with operations team.
• Maintain a positive, professional attitude with customers at all times.
• Assist with gathering customer and insurance information and relay to estimators.
• Coordinate with estimators for tows and related services.
• Organize customer files and process needed documents.
• Document and collect payments when vehicles are delivered.
• Keep front office organized and stocked with supplies.
• Manage company calendar to ensure estimator coverage for estimates.
• Coordinate rental car arrangements with providers when applicable.
• Stay calm and professional around distressed customers.

Skills

Strong communication

Computer literacy

Customer service

Education

High school diploma or GED

Job description

The Customer Service Representative is primarily responsible for providing excellent service to the customer in a timely fashion. There is also a responsibility to answer each call efficiently and in a friendly, professional manner to ensure high-quality customer satisfaction. Additionally, the customer service representative will answer any questions necessary and act as a liaison between the customer and the operations team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Greet all customers in a timely and professional manner, either on the phone or when a customer walks in the door
• Answer phone calls within 2 rings of an inbound call and give messages to the recipient immediately if the question cannot be answered
• Answer to the best of your ability any questions the customer may have
• Maintain a positive and professional attitude towards all customers at all times
• After greeting the customer over the phone or in person, have individual fill out the information sheet with personal and insurance information required. Once entered into computer, take information sheet back to the Estimator and let them know that the customer is waiting
• Set up any tows called in by a customer and coordinate and communicate with Estimator
• Start and organize customer files, fill out tow sheets and any other documents needed, and hand them to Estimator
• Document and collect all payments when vehicle is ready to be delivered back to the customer
• Organize front office daily to ensure space is presentable for customers
• Order any office supplies that are needed for employee's use
• Organise and maintain a company calendar to ensure there are enough Estimators to help with customer's estimates
• Call Enterprise, Hertz or another rental provider if customer is getting a rental to make sure that they are prepared with the car at the ready
• Ability to stay calm and professional around customers in distress

QUALIFICATIONS:

• High school diploma, GED, or work equivalent required
• Minimum of a year of related work experience, preferably in a customer service-related role
• Experience in automotive industry is desired but not required
• Comfortable using computers

This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.