Customer Service Consultant

2 weeks ago

Newport News, United States Caliber Collision Centers Full time
Service Center
Newport News

JOB SUMMARY

Caliber Collision has an immediate job opening for a Customer Service Consultant to perform all-purpose duties, which may include, but not limited to properly greeting customers in person or on the phone, determine their needs, and immediately respond by providing guidance and assistance as required, assisting Collision Estimators by handling drop-offs, mapping/marking and photographing vehicles, arranging customer transportation, preparing paperwork and performing active customer deliveries while effectively communicating with customers, clients, teammates and vendors to ensure correct and efficient repairs while adhering to all Caliber's Standard Operating Procedures, insurance partners and industry guidelines/standards.

BENEFITS OF JOINING CALIBER
  • Benefits from day one: Immediately eligible for medical, dental and vision
  • Industry Comparable Pay - Paid weekly and eligible for overtime
  • Paid Vacation & Holidays - Can begin accruing day 1
  • Career growth opportunities - we promote from within
  • A career for life: You'll gain hands-on experience within a production shop.
REQUIREMENTS:
  • 2+ years of customer facing experience; sales experience a plus
  • Must have a valid driver's license and be eligible for coverage under our company insurance policy
  • Must be able to pass all pre-employment screenings including background and MVR checks
ABILITIES/SKILLS/KNOWLEDGE
  • Ability to do consistent physical activity - reach below and above shoulder level, kneeling, bending, and squatting, and lifting objects over 50 lbs.
  • Passion for learning the collision industry
  • Be able to understand instructions - written and verbal
  • Can prioritize competing tasks and adapt easily to a fast-paced environment
  • Must be able to provide personable, friendly "World Class" customer service to internal and external customers
Caliber is an Equal Opportunity Employer

Job Summary

Provide World Class Customer Service Experience to all Caliber customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center

Essential Job Duties
  • Properly greet customers in person or on the phone, determine their needs, and immediately respond by providing guidance and assistance as required.
  • Handle walk-in customer pay estimates, adjusted claim estimates, and preliminary DRP and/or DRP drive-in estimates as/if assigned. Prepare estimates, capture repairs, pre-order parts, or schedule repairs as needed. Follow up on non-captured repairs
  • Demonstrate competence in all areas of Customer Service, Client Management, Repair Management, and Levels 1-3 Collision Damage Estimating
  • Effectively communicate with customers, clients, teammates and vendors to ensure correct and efficient repairs while adhering to all Caliber and client guidelines and SOPs
  • Assist Service Advisors by handling drop-offs, mapping/marking and photographing vehicles, arranging customer transportation, preparing paperwork and performing active customer deliveries
  • Effectively utilize all computer programs related to Caliber's Customer Service, Client Management, Repair Management, and Levels 1-3 Collision Damage Estimating
  • Other duties as assigned
Skill/Requirements
  • High school diploma or GED
  • Must be at least 18 years of age
  • Must have a valid driver's license and be eligible for coverage under company insurance policy (Not an excluded driver)
  • Ability to effectively communicate with others, oral and written Strong sales orientation
  • Organization and multi-tasking skills, good time management and the ability to adapt easily to fast-paced environment


Physical Requirements / Working Conditions

Position is based in a normal shop environment. Daily activity may consist of: physical activity such as reaching below and above shoulder level, kneeling, bending, squatting and stooping to inspect repairs, lifting and carrying objects over 50 pounds as well as sitting and standing for extended periods of time during the estimating and disassembly process. The working environment consists of; exposure to fumes, chemicals and dust, along with high levels of noise and subjectivity to weather conditions both inside and outside. In addition, a regular exposer to work near mechanical parts. Caliber emphasizes a mandatory requirement to wear protective equipment when necessary. Visual acuity to determine the accuracy and thoroughness of the work assigned is a must.

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