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Customer Service Representative (CSR)
Howell, New Jersey · Full-time
Sponsorship not specifiedDetected 20 days ago
Customer SupportCommunicationProblem Solving
About the role
- 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.
Responsibilities
- Maintain the body shop's calendar and ensure smooth workflow by prioritizing tasks and managing customer expectations.
- 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.
- Promote the body shop business partners and encourage repeat business.
- Collaborate with technicians, estimators, and managers to ensure a seamless repair process.
Requirements
- Ability to sit or stand for extended periods.
- Required Skills and
- Required Skills and Qualifications:
Nice to have
- High school diploma or equivalent required
- Prior experience in a customer service role, preferably in an automotive or body shop setting, is highly desirable.
Skills
- 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).
- Problem-solving skills to handle customer concerns and find effective resolutions.
- Basic understanding of automotive repair terminology (preferred but not required).
Compensation
- Competitive hourly rate or salary, plus potential for performance-based bonuses.
Benefits
- Benefits package including health insurance, paid time off, and professional development opportunities (if applicable).
- Recommend additional services or products that may benefit customers, such as detailing or preventative maintenance.
- Education and Experience:
- High school diploma or equivalent required; additional education in business or customer service is a plus.
Company info
- 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.
- 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.
- 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.
Equal opportunity
- Employer: County Line Auto Body is an equal-opportunity employer and values diversity in the workplace.
- We encourage candidates from all backgrounds to apply.
- County Line Auto Body is an equal-opportunity employer and values diversity in the workplace.
- Equal Opportunity Employer: County Line Auto Body is an equal-opportunity employer and values diversity in the workplace.
This listing is sourced directly from ocr's careers page and normalized into a canonical job model.