Job Order Detail

Description

The Customer Service Representative is responsible for creating a front office atmosphere that fosters a high level of service. This position is the main point of contact for customers and potential customers and assists the Store Manager as required.    

Accountabilities (include but are not limited to):  
Greet people visiting this Collision Center to determine needs.  
Handle all phone traffic in a polite, courteous, and cheerful manner.  
Screen business calls  
Receive assignments and schedule appointments for estimates.
Arrange Towing / Recovery of vehicles as and when required.
Schedule customers vehicles for repair appointments  
Obtain signed work authorizations from customer.  
Create work order packets.
Ensure vehicle arrival dates are accurately recorded in management system.
Handle customer inquiries regarding their vehicle repair.
Handle outgoing communication to customers & suppliers.
Create Final Release Package including warranty information for customers.  
Ensure vehicle delivery dates are accurately recorded in management system.
Collect and record (Deductible / GST / Betterment) payment for complete repairs.  
File all paperwork accurately.
Refer customer complaints concerning completed repairs to appropriate staff member.  
Perform customer follow-up 7 to 10 days after customer has picked up their vehicle.  
Making sure front office is always clean and well presented to customers.
Ensure Office Supplies are ordered as and when require.
Other duties as may be assigned.

Designations/Training/Experience Requirements:
Previous experience in Customer Service Role
A minimum of 3-years experience in a similar role.
Experience working with a Collision Repair Estimating and/or Management System  

Job Specific Competencies:    
Proactive and detail oriented    
Excellent oral and written communication skills
Intermediate to Advanced level MS Office Skills
Strong time management skills