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Customer Service Representative

2 months ago

Marquette, Michigan, United States The Boyd Group Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at The Boyd Group. As a key member of our collision repair team, you will be responsible for delivering exceptional customer experiences and providing administrative support to our repair facility team.

Key Responsibilities
  • Customer Experience: Ensure consistent execution of our WOW (Wow Operating Way) plan to deliver exceptional customer experiences.
  • Scheduling: Schedule appointments for vehicle repair using our Daily Demand Capacity Planner and CCC One schedule, ensuring proper scripting.
  • Insurance Coordination: Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation to disassemble vehicles for repairs.
  • Repair Order Preparation: Prepare RO (repair order) work packets consisting of QC (quality control) checklists, work orders, parts lists, and windshield tags to record rental information.
  • Communication: Record all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
  • Rental Management: Confirm car rental information and update CCC One with rental car usage information.
  • ARMS Management: Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in CCC One.
Requirements
  • Education: High School Diploma or GED (General Education Diploma)
  • Experience: Minimum 1 year experience in a similar role such as administration assistant
  • Preferred Experience: 1 year in an auto body or similar work environment, including previous customer service experience
Skills and Abilities
  • Attention to Detail: Strong attention to detail with a high degree of accuracy
  • Communication Skills: Good oral and written communication skills with strong sales drive and exceptional customer service
  • Technical Skills: Knowledge of general office equipment and basic computer skills
Other Requirements
  • Driver's License: Valid driver's license

The physical demands of this role must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.