Collision Center Customer Service Representative / Office Coordinator

Position Summary

The Collision Customer Service Representative / Office Coordinator is often the first and most consistent point of contact for customers throughout the collision repair process. This role helps ensure a smooth, professional customer experience from vehicle drop-off through final delivery.

The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment. Responsibilities include coordinating repair schedules, rental vehicles, customer communications, documentation, payments, and insurance-related activities while maintaining accurate records and efficient front-office operations.

Key Responsibilities

Customer Experience

• Greet customers and provide a welcoming, professional experience.
• Serve as the primary contact for customers throughout the repair process.
• Communicate repair status updates, timelines, and delivery expectations.
• Address customer questions and concerns promptly and professionally.
• Assist with vehicle drop-off and delivery procedures.

Administrative & Office Coordination

• Manage daily front-office operations and appointment scheduling.
• Maintain accurate customer files, repair orders, and documentation.
• Coordinate incoming calls, emails, and customer inquiries.
• Process payments and maintain accurate cash handling and accounting records.
• Prepare and distribute required reports and administrative paperwork.

Insurance & Repair Support

• Assist with insurance claim documentation and related communications.
• Coordinate with estimators, technicians, insurance representatives, and vendors.
• Track repair progress and ensure necessary documentation is completed.
• Verify customer and insurance information for accuracy.
• Support supplement and repair authorization processes as needed.

Rental Vehicle Coordination

• Arrange rental vehicle reservations and returns.
• Communicate rental schedules and requirements with customers and rental providers.
• Ensure smooth vehicle transitions during the repair process.

Compliance & Record Management

• Maintain confidentiality of customer and company information.
• Ensure records are accurate, complete, and compliant with company procedures.
• Support internal audits and documentation requirements.
• Maintain organized filing systems and office supplies.

Qualifications

Required

• High school diploma or equivalent.
• Previous customer service, receptionist, administrative assistant, or office coordination experience.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Ability to work effectively in a fast-paced environment.
• Professional appearance and customer-focused attitude.
• Must be willing to submit to pre-employment drug screen, background and insurability checks.

Preferred

• Experience in a collision center, automotive dealership, repair facility, or insurance-related environment.
• Familiarity with collision repair processes and insurance claims.
• Experience using dealership management, estimating, or repair management software.
• Knowledge of billing, invoicing, and accounts receivable procedures.

Key Competencies

• Customer Service Excellence
• Attention to Detail
• Organization and Time Management
• Communication Skills
• Problem Solving
• Teamwork and Collaboration
• Professionalism
• Adaptability

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to use a computer, telephone, and standard office equipment daily.
• Ability to occasionally lift up to 25 pounds.

Benefits

We offer a competitive compensation package that may include:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Employee vehicle purchase and service discounts
• Career growth and development opportunities
• Bereavement leave
• Employee discounts
• Employee referral bonus
• Opportunities for advancement and promotion from within
• A supportive, team-oriented work environment focused on employee success and growth

Don't Just Work at a Job — Work on Your Career!

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.