Job Title: CUSTOMER SERVICE REPRESENTATIVE
Position Purpose: To ensure customers receive efficient and professional claim service assistance with regard to any glass problems on his/her vehicle.
Job Responsibilities:
- Answer incoming calls and return phone messages to assist customers.
- Initiate phone calls to insurance companies on behalf of customers to set up their rock chip claim.
- Invoice work orders to insurance companies and to customers. Refund invoices when applicable.
- Print and review detailed sales reports at close of each day.
- Print and review the daily work order reconciliation report for previous day.
- Process all credit card payments.
- Follow up on open work orders daily.
- Verify from original documents that all claims have been processed.
- Communicate with customers who requested service during an unavailable period.
- Send no coverage, no contact and final notice letters to customers when applicable.
- Research and solve all customer problems or complaints.
- Research and process collection calls.
- File original work orders, customer letters, and invoices.
- Follow all policies and procedures as outlined in the Employee Handbook.
- Other duties as requested or assigned, including vehicle maintenance when needed.
Job Requirements/Competencies:
- Basic computer skills for accurate data entry.
- Communication skills required to assist customers.
- High energy, self starter.
- Organizational skills to complete tasks in a timely manner.
- Weekend work and some holiday work required.
Education/Experience:
High school diploma with 2 years customer service related experience in an automotive field; bilingual is a plus.