Customer Service Representative (CSR)

Position Title: Customer Service Representative (CSR)
Department: Body Shop Office
Reports To: Director of Customer Service
Employment Type: Full-Time
Location: Howell NJ

Job Summary:

The Customer Service Representative (CSR) serves as the first point of contact for customers at the body shop, ensuring a friendly, professional, and efficient customer experience. This role involves scheduling appointments, providing updates on vehicle repair progress, managing customer inquiries, and maintaining clear communication between customers, technicians, and insurance companies. The CSR plays a critical role in ensuring customer satisfaction and maintaining the body shop's reputation for exceptional service.

Key Responsibilities:

1. Customer Interaction:
   • Greet customers warmly in person, over the phone, or via email, ensuring a positive first impression.
   • Listen to customers' concerns and gather detailed information about their vehicle issues or repair needs.
   • Provide an overview of the repair process, timelines, and estimated costs, ensuring customers understand the services being performed.
2. Scheduling and Coordination:
   • Schedule repair appointments and coordinate vehicle drop-offs and pick-ups.
   • Maintain the body shop's calendar and ensure smooth workflow by prioritizing tasks and managing customer expectations.
3. Communication:
   • Serve as a liaison between customers, Estimators, insurance companies, and suppliers.
   • Provide regular updates to customers on the status of their repairs, explaining delays or changes when necessary.
   • Assist customers with insurance claims by providing necessary documentation and facilitating communication with adjusters.
4. Customer Satisfaction:
   • Address customer questions, concerns, and complaints in a calm and professional manner.
   • Work to resolve any issues promptly to ensure customer satisfaction and retention.
   • Conduct follow-up calls or surveys to gather feedback and ensure customers are satisfied with the repair process and outcomes.
5. Administrative Duties:
   • Prepare and manage paperwork, including repair estimates, invoices, and insurance documentation.
   • Update customer files and maintain accurate records in the body shop's management system.
   • Process payments, provide receipts, and ensure proper handling of financial transactions.
6. Sales and Upselling:
   • Recommend additional services or products that may benefit customers, such as detailing or preventative maintenance.
   • Promote the body shop business partners and encourage repeat business.
7. Team Support:
   • Collaborate with technicians, estimators, and managers to ensure a seamless repair process.
   • Relay important customer details and special requests to the appropriate team members.

• Education and Experience:
  • High school diploma or equivalent required; additional education in business or customer service is a plus.
  • Prior experience in a customer service role, preferably in an automotive or body shop setting, is highly desirable.
• Skills and Competencies:
  • Excellent verbal and written communication skills with the ability to explain technical details in a simple and friendly manner.
  • Strong organizational and multitasking abilities, with attention to detail.
  • Proficiency in using computers and familiarity with customer management systems (e.g., CCC ONE, Mitchell, or similar software).
  • Professional and empathetic demeanor when interacting with customers.
  • Problem-solving skills to handle customer concerns and find effective resolutions.
  • Basic understanding of automotive repair terminology (preferred but not required).

• Ability to sit or stand for extended periods.
• Comfortable working in a busy, fast-paced environment.
• Occasionally lifting up to 15 lbs.

• Full-time position with a typical schedule of [Insert Hours, e.g., Monday-Friday, 7:30 a.m. to 5 p.m, with the possibility of late hours and 1-2 Saturdays a month (Saturday is 7:45am - 12pm].
• Competitive hourly rate or salary, plus potential for performance-based bonuses.
• Benefits package including health insurance, paid time off, and professional development opportunities (if applicable).