Job Description

FULL JOB DESCRIPTION

Job Summary

This position requires a high level of customer service, communication skills and a positive attitude. The Customer Service Representative is responsible for delivering best-in-class customer service to all customers. Additionally, accountable for performing clerical and administrative duties, including greeting customers, answering phones, scheduling repairs, typing correspondence, and helping teammates as needed.

Essential Job Duties

• Work closely with teammates to create a great work environment producing high performance results
• Provide best-in-class customer service to all customers
• Review with customers and walk-through repair process and next steps: Greet customers by phone or in-person, educate customers about the collision repair process (high level overview), including insurance claims information, processing and payment procedures
• Complete all facets of vehicle intake process: Ensure all required documents are signed by customer, assist customer with rental, scan documents in electronic file, complete physical check-in of vehicle and tag vehicle and keys, take and upload photos of vehicle, make sure customer is set up for updates and vehicle is marked in the system and repair order is in vehicle
• Establish communication expectations with customer: Provide frequent repair status updates to customer via call, text or email based on customer’s preferred method of communication
• Prepare paperwork for vehicle delivery: notify customer about completion and ensure that final bill and warranty are complete and enclosed in packet
• Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating rental days as needed , making AR follow-up calls, monitoring and answering emails
• Schedule customers for repairs and an estimate
• Assist various insurance adjusters as needed
• Ensure all insurance payments are going directly to our shop and collect correct amount payments from customers upon delivery
• Follow up on the payments if not collected at time of delivery
• Close R.O. when paid in full and file R.O.
• Additional responsibilities as assigned

Skills/Requirements

Minimum High School Diploma

Minimum of 4 years of related experience and ability to effectively communicate with others

Excellent verbal and written skills. Critical thinking to solve mathematical problems.

Must be able to work with computers, various software programs, and other technology, including scanners, copy machine and multi-line phones.

Ability to receive direction and work independently as well as with others

Organization, multi-task and adapts easily to fast paced environment

Personable, friendly demeanor with a World Class customer service approach.

Maintains a well – groomed professional appearance

Company Description

Cranston Collision Center is a Class A repair facility preferred by major insurance companies, trusted to do the job right the first time.