Customer Service Representative

Sonny s Body Shop; Traverse City (MI); On-site; USD 19,000 - 28,000; Full time

Job summary

Sonny s Body Shop is seeking a Customer Service Representative to deliver exemplary service to customers in a timely, friendly, and professional manner. You will be the liaison between customers and the operations team, handling information, towing coordination, and payments upon vehicle delivery.

The role requires a high school diploma or GED, at least one year in a customer service setting, and comfort with computers. Automotive background is a plus.

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.

Responsibilities

• Greet customers in a timely and professional manner, by phone or in person.
• Answer phone calls promptly and relay messages when needed.
• Provide accurate information and assist customers with questions.
• Maintain a positive and professional attitude toward all customers.
• Collect necessary information sheets and coordinate with the Estimator.
• Set up and coordinate tows and communicate with Estimator.
• Organize customer files and related documents for Estimator review.
• Document and collect payments when vehicles are ready for delivery.
• Keep front office organized and ensure a presentable space for customers.
• Order office supplies as needed and maintain the calendar for estimators.
• Coordinate rental car arrangements when customers need a rental.

Skills

Customer service

Phone handling

Computer literacy

Education

High school diploma / GED

Tools

CRM software

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.