Customer Service Representative

ADP, Inc.; Watertown (MA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Health Savings Account

Paid time off

8 paid holidays with floating birthday

Employee assistance program

Professional development

Advancement opportunities

Job summary

Vive Collision is seeking a Customer Service Representative in Watertown, MA to support the front office during the collision repair process. You will greet customers, handle inquiries, and provide proactive status updates to ensure a smooth experience.

The role involves scheduling, data entry, communications with insurers, and coordinating with internal teams. Strong organization and communication are essential in this fast-paced environment.

Qualifications

• Experience in customer service or front office settings preferred.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks in a busy environment.

Responsibilities

• Greet customers and provide a welcoming, professional experience.
• Answer incoming calls and answer questions about repairs.
• Provide proactive repair status updates to keep customers informed.
• Schedule appointments and accurately enter customer and vehicle information.
• Communicate with customers, insurance companies, and internal teams.
• Follow up with insurance carriers regarding claim status and payments.
• Assist Collision Consultants and leadership with administrative tasks.
• Process customer payments and support accounts receivable.
• Monitor and respond to emails promptly.
• Maintain accurate digital and physical documentation.
• Keep the front office organized and efficient.
• Provide additional administrative support as needed.

Skills

Customer service

Communication

Organization

Multitasking

Microsoft Office

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Full Time Watertown, MA, US

Salary Range: $23.00 To $25.00 Hourly

Great customer service is just as important as a great repair.

At VIVE Collision, our Customer Service Representatives are a critical part of the repair process. From the moment a customer walks through the door until they pick up their repaired vehicle, you'll help make an often-stressful experience easier by keeping customers informed, organized, and confident throughout the process.

If you have collision center, auto body, dealership, automotive, or insurance experience, we'd especially like to hear from you. You'll already understand how valuable great communication and follow-through are when a customer is waiting to get back on the road.

If you're organized, personable, comfortable in a busy environment, and enjoy helping people, this could be a great next step.

You'll be joining a growing collision repair organization that values People, Process, and Passion and understands that every teammate plays an important role in delivering an exceptional repair experience.

What we offer:

• Medical, Dental & Vision insurance options for you and your family, including domestic partners
• 401(k) with employer match
• Health Savings Account (HSA)
• Paid time off to support work-life balance
• 8 paid holidays, including Black Friday, plus your birthday as a floating holiday
• Employee Assistance Program with confidential counseling, financial, legal, wellness, and work/life resources
• Professional development and training
• Opportunities for advancement within a growing organization

What You'll Do

As a Customer Service Representative, you'll help keep customers informed and the front office running smoothly throughout the collision repair process.

Your day may include:

• 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

What We're Looking For

Collision repair, auto body, dealership, automotive service, or insurance experience is strongly preferred.

We’re especially interested in candidates who understand the pace and communication needs of a collision repair environment.

You’ll be a great fit if you:

• 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

If you've previously worked as a Collision Center CSR, Body Shop Receptionist, Collision Customer Service Representative, Automotive Customer Service Advisor, Dealership Service Receptionist, Body Shop Administrator, or similar role, your experience could translate especially well to this opportunity.

You already know that collision repair isn't just about fixing a vehicle—it's about helping customers navigate an unexpected and sometimes stressful situation.

We’re in the people business. We just happen to fix cars.

The specific pay rate/salary offered to a candidate may be influenced by several factorsincluding experience, education, specialized certifications from OEMs, and where the job is located.

We are an equal opportunity employer and consider all qualified applicants equally regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.