Lead Customer Service Specialist

1 week ago


North Richland Hills, Texas, United States Service King Full time

Senior Customer Experience Representative

Position Overview:

The Senior Customer Experience Representative plays a pivotal role in ensuring a seamless customer journey during the repair process.

Company Overview

Service King has been a prominent name in the collision repair industry for over 45 years, operating 350 locations across 24 states. Our commitment is to foster a safe and rewarding work environment that empowers our employees to provide outstanding repairs and customer service.

Job Title: Senior Customer Experience Representative

Department: Operations

Reporting To: General Manager

Key Responsibilities:

  • Provide exceptional customer service throughout the repair journey.
  • Engage with clients, offering guidance on the repair process and ensuring their satisfaction.
  • Work collaboratively with Repair Planners and leverage estimating software.
  • Conduct quality assurance checks and manage administrative tasks.

Specific Duties:

  • Guide customers through the repair process and outline subsequent steps.
  • Facilitate the vehicle intake process, ensuring all documentation is complete and repairs are prepared.
  • Maintain ongoing communication with customers and Repair Planners regarding the status of repairs.
  • Perform final quality assurance checks prior to customer vehicle pickup.
  • Support estimatics and undertake additional responsibilities as required.

Essential Competencies:

Core Competencies:

  • Team Collaboration
  • Responsibility
  • Results Orientation
  • Judgment
  • Customer Orientation

Specialized Competencies:

  • Interpersonal Communication
  • Ability to Manage Multiple Tasks
  • Analytical Problem-Solving
  • Stress Resilience
  • Proficient Written and Verbal Communication
  • Independent Work Capability

Position Requirements:

Demonstrated ability to lead and collaborate effectively, prior experience in customer service, proficiency with computers and estimating software, knowledge of the collision repair industry, and legal authorization to work in the United States.

Service King is committed to providing equal employment opportunities and affirmative action without discrimination based on race, color, religion, gender, sexual orientation, national origin, veteran status, or disability.



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