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Customer Service Representative

2 months ago

Portsmouth, Virginia, United States CARSTAR Franchising, Inc. Full time
Job Summary

The Customer Service Representative is a key member of our team, responsible for delivering exceptional customer experiences and driving sales growth. This role requires a strong customer service focus, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Provide exceptional customer service to all customers, ensuring a positive and memorable experience.
  • Ask for the sale and attempt to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
  • Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs, and expected delivery date of repair.
  • Educate customers on CARSTAR's CSI/NPS survey, ensuring they are informed and satisfied with their experience.
  • Schedule and record appraisal and delivery appointments.
  • Update and maintain the store scheduler with the Office Manager.
  • Collect and record payment for completed repairs; may perform some A/R.
  • File repair order paperwork accurately or record in CARSTAR management system.
  • Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime).
  • Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
  • Maintain the front office and customer reception areas.
  • Attend daily release meetings.
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.