SUMMARY:

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

Organize 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.

Mander Collision and Glass

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Customer Service Representative