Customer Service Representative

The customer service representative is responsible for providing exceptional customer service to all internal and external customers in all forms of communications. This person is the face of the company and must maintain the highest level of professionalism while assisting our customers. Candidates must assess computer skill and must be able to multitask while in a fast-paced work environment.

Weekly Tasks Include –

• Open front office each morning (turn phones on, turn TV on, check key drop box, check for voicemails, make coffee, fill fridge with bottled water, refill drink station with cups/sugar/creamer)
• Answer and direct all phone calls with a smile
• Attend daily morning production meetings for customer updates
• Greet customers as they walk in, put customer name on welcome board, chat and be friendly, offer customer beverage
• Responsible for getting signed authorization for repairs and tow-ins
• Complete AIF Forms for all estimates for customer data spreadsheet
• Follow up on any missed appointments
• Update customers via phone or email every 24-48 hours
• At the time of drop off, get signed authorization, tag keys and mirror tag, contact rental company for rental vehicle
• Schedule estimates via phone calls/walk-ins/emails/insurance assignments
• Create Microsoft outlook calendar reminders for all estimates/drop-offs/warranty comebacks
• May need to create work orders for appraisers with customer & claim info
• Create technician labor spreadsheets based on vehicles in process
• Make sure front office & customer bathrooms are clean at all times
• Help office manager with A/R
• Verify all payments before vehicle deliveries using “Wish List” from production manager
• Process final paperwork – warranty, final bill, delivery instructions, directions to pay
• Contact customer to pick up vehicle when repairs are complete
• Deliver vehicles – go over final paperwork, explain repairs and warranty, walk around vehicle to make sure repairs are up to the customer’s expectations
• Manage total loss vehicle book – tear down time should be accurate, tow bills added, customer’s belongings out of vehicle, vehicle is released
• Make Enterprise Arms Auto Suite updates daily
• Close front office at the end of the business day – lock front door, turn phones off, lights off, coffee maker off