Customer Service Representative

7 days ago


Loganville, Pennsylvania, United States Classic Collision Inc Full time
Customer Service Representative Job Description

At Classic Collision, we're seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and support throughout the repair process.

Key Responsibilities
  • Ensure prompt and professional greetings for all customers via phone or in-person.
  • Explain and educate customers on the repair process, including insurance claim information and processes.
  • Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing, and load level processes.
  • Coordinate rental car and tow companies to provide one-stop service to all customers.
  • Ensure all vehicles are delivered to customers by the assigned service advisor, or by a designated backup teammate if unavailable.
  • May assist in customer communication throughout the repair process.
  • Monitor DRP assignments, estimate/repair appointments, and capture rates of assignments.
  • Follow up on all DRP assignments, both present and past, to maintain sales for the center.
  • Maintain DRP logbooks and Enterprise ARMS daily.
  • Secure proper payments.
  • Assist with reconciling invoices to payables report daily and monthly (as applicable).
  • Ensure all customer comfort items are always fresh and available for customers, as well as maintaining the customer waiting area.
Qualifications
  • You must be at least 18 years of age.
  • Previous experience in customer service, sales, or other related fields is preferred.
  • You must have a valid driver's license and be eligible for coverage under our company insurance policy.
  • Effective communication (written and verbal) and interpersonal skills are required.
  • Organization and multi-tasking skills, good time management, and the ability to adapt easily to a fast-paced environment are essential.
Behaviors/Competencies
  • Integrity: Respect and accountability at every level and every interaction.
  • Customer Service: Provide the highest level of customer service while building customer satisfaction and retention.
  • Innovation: Develops and displays innovative approaches and ideas to our business.
  • Teamwork: Contributes to building a positive team spirit and supports everyone's efforts to succeed.
Physical & Environmental Requirements

While performing the duties of this job, the employee is regularly required to use hands and is required to talk and hear. The employee is frequently required to stand, sit, and walk occasionally for long periods at a time. The employee may occasionally be required to reach with hands, arms, and move objects up to 20 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus. In addition, abilities for assessing the accuracy, neatness, and thoroughness of the work assigned are required. Classic Collision is an equal opportunity employer that is committed to working with and providing reasonable accommodations to individuals with disabilities.



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