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Customer Service Representative

2 months ago

Orange, California, United States CARSTAR Franchising, Inc. Full time
Job Summary

The Customer Service Representative is a key role at CARSTAR Orange Center, responsible for delivering exceptional customer experiences and driving sales growth. This position 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, responding to customer inquiries and resolving issues in a timely and professional manner.
  • 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, updating the store scheduler as needed.
  • Collect and record payment for completed repairs, performing some A/R as required.
  • 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, ensuring a clean and organized environment.
  • Attend daily release meetings, staying informed and up-to-date on store activities.
Requirements
  • 2+ years of customer service experience, preferably in a retail setting.
  • HS diploma or GED equivalent required; college degree preferred.
  • Excellent customer service, communication, and negotiation skills, with the ability to relate well to a diverse customer base.
  • Call center sales experience (or equivalent sales experience) preferred.
  • Highly organized, with the ability to handle multiple concurrent assignments.
  • Proficient with Microsoft Office and POS/management systems.
  • Strong attention to detail, with a focus on accuracy and efficiency.
  • Punctual and professional appearance, with a valid driver's license and insurable driving record.