Job Description:
The Customer Service Representative is responsible for providing exceptional customer experience. They manage working relationships with customers and Insurance Partners while providing all components of administrative support for the Repair Facility Team.
Key Job Responsibilities
1. Ensure consistent execution of WOW (Wow Operating Way) plan.
2. Schedule appointments for vehicle repair using Daily Demand Capacity Planner, ASE schedule and proper scripting. (ASE is our repair management system)
3. Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to dissemble vehicles for repairs.
4. Prepares RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tags.
5. Records all communication with customers or insurance partners during the repair process using ASE and selecting the appropriate communication type.
6. Confirms car rental information and updates ASE with rental car usage information.
7. Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in ASE.
Education and/or Experience Required
8. High School Diploma
9. Minimum: 1 years’ experience in a similar role.
10. Preferred: 1 year in an auto body or similar work environment including previous customer service experience.
Required Skills/Abilities
11. Ability to function well in a fast past environment, demonstrating multitasking ability while under pressure.
12. Strong attention to detail with a high degree of accuracy.
13. Knowledge of general office equipment and basic computer skills as well as good oral and written communication skills with strong sales drive and exceptional customer service.
Other Requirements
14. Valid driver’s license.
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.
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AI Disclosure Statement:
At The Boyd Group and all affiliated companies, we do not use artificial intelligence (AI) or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.
Compensation Details
Hourly:
$36,000 - $40,000 per year
Compensation is commensurate with skill, education and experience.