Auto Body Shop CSR

Fix Auto West Whittier Is Hiring an Experience CSR Customer Sevice Rep

JOB SUMMARY

The Customer Service Representative (CSR) is responsible for establishing exceptional customer 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 professionally and courteously.

Answer and direct 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 the repair process, including insurance claims processing, payment procedures, repair techniques, repair needs, and the expected delivery date of repair.

Educate customers on 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 the Office Manager.

Collect and record payment for completed repairs; may perform some A/R.

File repair order paperwork accurately or record it in the management system.

Provide customers with warranty information if applicable

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.

An HS diploma or GED equivalent is required; a college degree is preferred.

Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.

Call center sales experience (or equivalent sales experience) preferred.

Highly organized; ability to handle multiple concurrent assignments.

Proficient with Microsoft Office and POS/management systems.

Strong attention to detail.

Punctual and professional appearance.

Ability to receive direction and work well with others.

Valid driver’s license and insurable driving record.

Must be able to work the following days and hours:

Monday – Friday (8:00 a.m. – 5:00 p.m.)