*** MUST HAVE AT LEAST 3 YEARS EXPERIENCE IN A BODYSHOP***

About the Role

This is a high-activity, phone-driven role where you will spend 99% of your day making outbound calls back-to-back to customers who submitted contact forms or repair inquiries with our shop.

These leads may be warm or cold, but they all have one thing in common — they contacted us because they need help with their vehicle. Your job is to connect with them quickly, guide the conversation professionally, and move them toward the next step: dropping their vehicle off for repair. You need to be a closer

You should expect to be on the phone consistently throughout the day, responding to incoming inquiries and proactively calling leads to convert them into vehicle drop-offs.

Success in this role requires persistent and professional follow-up. A single call is rarely enough. You will be expected to make multiple attempts to reach leads and engage them through any appropriate communication channel, including:

Phone calls
Text messages
Emails
Sending photos or short videos when helpful
Any other professional communication method that helps the customer feel comfortable moving forward

The goal is to create engagement, build trust, and guide the customer toward dropping off their vehicle for repair.

This is not a passive role waiting for customers to show up. This role actively pursues opportunities and converts them into repairs.

To succeed in this role, you must be extremely comfortable pushing for the sale while remaining personable, professional, and trustworthy. The best candidates know how to build rapport quickly, educate the customer, and confidently guide the conversation toward the next step.

Your goal is not simply to answer questions — your goal is to earn the customer's trust and ultimately capture the keys to their vehicle for repair.

We are looking for a customer-experience-driven professional who will own the customer journey from first contact through vehicle drop-off. Your entire purpose is to use your communication skills, industry knowledge, and sales ability to get customers to confidently drop off their vehicles for repair.

This position is in an Auto Body Repair Shop.

This role blends the communication skills of a strong CSR with the awareness and confidence of an estimator — without being a full estimator position.

Your responsibility is to guide customers through the starting stages of the repair process to close the deal, document the vehicle, set clear expectations, and ensure customers feel comfortable leaving their vehicle for repair. Then the estimators will take over the file and take over communication once the vehicle has been dropped off.

This is a results-based role. While the approach is calm, educational, and service-focused, **your income and growth are directly tied to successfully capturing vehicles for repair.

Key Requirements

Minimum 3 years experience working in an autobody shop environment
Ability to confidently use CCC ONE estimating software for intake, documentation, and preliminary estimating
Must understand body repair, paint processes, and working with insurance companies
Comfortable making a high volume of calls throughout the day
Strong computer skills and comfort using phones, tablets, and online communication tools
Excellent verbal and written communication skills
Highly responsive and able to follow up consistently with leads
Polished, professional appearance appropriate for a shop working with high-end European and luxury vehicles
High attention to detail when documenting vehicles with photos, videos, and notes
Strong ownership mindset — able to manage customers from first contact through drop-off
Organized, accountable, and capable of working in a fast-paced, quality-driven environment

What You’ll Be Doing - Customer Communication & Experience

Serve as the main point of contact for customers from first call, walk-in, or online inquiry through vehicle drop-off
Immediately engage with incoming leads from contact forms, estimate requests, and repair inquiries
Make consistent outbound calls to leads throughout the day
Follow up multiple times when necessary to establish contact and build engagement
Communicate with customers through phone, text message, email, and other communication tools
Send photos, videos, or additional information when helpful to help customers understand the process and feel comfortable moving forward
Build trust by explaining the repair process clearly and professionally
Ensure customers feel confident, informed, and comfortable leaving their vehicle
Guide conversations toward the next step: dropping the vehicle off for repair
Take full ownership of each lead until keys are captured and the vehicle is in-house

Vehicle Intake & Documentation

Perform the initial vehicle walk-through with the customer
Document visible damage using photos and videos
Capture accurate notes and observations for the repair file
Assist in creating a clear and organized intake file for estimator handoff

Preliminary Pricing & Expectation Setting

Provide general pricing guidance and preliminary estimates
Help customers understand the approximate cost range and repair scope
Explain the difference between preliminary pricing and the full estimator process
Set expectations so there are no surprises after drop-off

Conversion & Follow-Through

Maintain consistent communication to ensure customers follow through on their drop-off
Follow up with customers who are still deciding or need reassurance
Guide conversations toward a clear next step: dropping the vehicle off for repair
Take ownership of each lead until keys are captured and the vehicle is in-house

Handoff to Estimator

Ensure all documentation, photos, notes, and customer information are complete
Coordinate a smooth transition once the vehicle is dropped off
Estimator fully takes over after intake and documentation are complete

Performance & Accountability

This role is measured by:

Vehicles successfully dropped off for repair
Lead response time and follow-through
Quality of documentation and intake accuracy
Customer confidence and satisfaction during intake

Your pay, growth, and future in this role are directly tied to the keys you capture.

The better you communicate, follow up, and guide customers through the process — the more you earn.

Who Will Succeed in This Role

The people who thrive in this position are:

Natural communicators who enjoy talking with people all day
Individuals who are comfortable asking for the business and pushing for the next step
Professionals who know how to build trust quickly and guide conversations with confidence
People who take ownership of leads and follow through until the vehicle is dropped off
Individuals who enjoy educating customers and solving problems
Professionals who take pride in capturing opportunities and closing deals
People who enjoy being measured by results and performance

What This Role Is (and Is Not)

This role IS:

✔ Customer experience focused
✔ Communication-driven
✔ Sales-driven
✔ Accountability-based with high upside
✔ Intake and early-stage repair guidance

This role IS NOT:

✘ A receptionist-only position
✘ A passive desk role waiting for customers
✘ A full estimator position

Compensation

Base Pay + Commission

Commission is earned per vehicle successfully captured and dropped off

Unlimited earning potential — performance directly drives income

High performers earn significantly more than a traditional CSR

Pay: $6,000.00 - $10,000.00 per month

Benefits:

Dental insurance
Health insurance
Vision insurance

Work Location: In person

SSR Autobody

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