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 in a professional and courteous manner. • Answers and directs 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). • Explains CARSTARs repair process, including insurance claims processing, payment procedures, repair techniques, repair needs, and expected delivery date of repair. • Educates customers on CARSTARs CSI/NPS survey (kept informed, customer service, quality of repair, and on-time delivery). • Schedules and records appraisal and delivery appointments. • Updates and maintains the store scheduler with the Office Manager. • Collects and records payment for completed repairs; may perform some A/R. • Files repair order paperwork accurately or records in CARSTARs management system. • Provides customers with CARSTARs warranty information (5-Year and Limited Lifetime). • Performs follow-up sales calls on estimate quotes (unsold) within 48 hours. • Maintains the front office and customer reception areas. • Attends daily release meetings. • Other duties as assigned.
EXPERIENCE / SKILL REQUIREMENTS
2+ years of customer service experience required, preferably in a retail setting. HS diploma or GED equivalent required; college degree 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 details. Punctual and professional appearance. Ability to receive direction and work well with others. Valid drivers license and insurable driving record.
PHYSICAL REQUIREMENTS
Essential physical requirements include:
• Ability to stoop, bend, and kneel, squat, kneel, and pulling • Extended periods of kneeling, bending, squatting, and stooping • Carry and lift heavy objects (up to 50lbs) • Standing, sitting, and walking • Performing repetitive motions
WORK ENVIRONMENT
Exposure to:
• Paint, fumes, and particles • Dirt / Dust • Chemicals / Toxins • Varying heat / cold • Intermittent noise
*All duties, responsibilities, and experience are subject to change by location