Total-Loss Concierge & Customer Advocate

The Hertrich Family of Automobile Dealerships; Delaware (OH); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Competitive Pay

Health Insurance

Disability Plans

401(k) Match

Paid Time Off

Car Discounts

Career Growth

Job summary

The Hertrich Family of Automobile Dealerships is seeking a Collision Center Concierge / Body Shop Assistant to provide personalized support to customers navigating a total-loss vehicle experience.

You will be the customer’s consistent point of contact, coordinating communication, guiding next steps, and ensuring smooth handoffs from determination to replacement vehicle or other resolution.

Qualifications

• Exceptional phone, written, and customer-service skills.
• Empathy, professionalism, and sound judgment.
• Highly organized with persistent follow-through.
• Comfortable coordinating multiple customers and locations.
• Strong computer/CRM skills and willingness to learn.

Responsibilities

• Provide empathetic guidance following a total-loss determination.
• Help customers understand general insurance-related next steps using approved guidance.
• Coordinate with collision staff, adjusters, lenders, and other appropriate contacts.
• Track documents, questions, rental deadlines, and next actions.
• Understand customer transportation needs and replacement timing.
• Introduce interested customers to the appropriate Hertrich dealership professional.
• Ensure handoffs are completed and commitments are followed.
• Maintain accurate customer records, permissions, case status, and outcomes.
• Follow up through vehicle delivery or another documented resolution.

Skills

Customer Service

Phone Skills

Communication

Organization

CRM Systems

Multi-location Coordination

Empathy

Tools

CRM Software

Job description

The Hertrich Family of Automobile Dealerships is seeking a Collision Center Concierge / Body Shop Assistant to provide personalized support to customers navigating a total-loss vehicle experience.

You will be the customer’s consistent point of contact, coordinating communication, guiding next steps, and ensuring smooth handoffs from determination to replacement vehicle or other resolution.