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Customer Service Representative (Front Office)

CARSTAR INTREPID COLLISION INC

Customer Service Representative (Front Office)

Colton, CA
Full Time
Paid
  • Responsibilities

    Job Description

    JOB SUMMARY

    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
    • 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.
    • HS diploma or GED equivalent required; college degree preferred.
    • Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.
    • 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.
    • Bilingual - Spanish Preferred.
    • Must be able to work the following days and hours:
      • Monday – Friday (8:00 a.m. – 5:00 p.m.)

     

    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

     

    WORK ENVIRONMENT

    Exposure to:

    • Paint, fumes and particles
    • Dirt / Dust
    • Chemicals / Toxins
    • Varying heat / cold
    • Intermittent noise