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Lead Customer Experience Specialist

2 months 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 and satisfying experience for our clients throughout the repair journey.

Company Overview

Service King, a premier provider in the collision repair industry, boasts over 350 locations across 24 states and has been dedicated to excellence for more than 45 years. Our commitment is to foster a safe and rewarding environment that motivates our team members to provide outstanding repairs and customer service.

Role Summary:

  • Provide exceptional customer service during the entire repair process.
  • Engage with clients, offering guidance on the repair process and ensuring their satisfaction.
  • Work closely with Repair Planners and leverage estimating software effectively.
  • Conduct quality assurance checks and manage administrative responsibilities.

Key Responsibilities:

  • Guide clients through the repair process, clarifying next steps.
  • Facilitate the vehicle intake process, ensuring all documentation is completed accurately.
  • Maintain ongoing communication with clients and Repair Planners regarding the status of repairs.
  • Perform a thorough quality control check prior to vehicle handover.
  • Support estimatics and undertake additional tasks as required.

Essential Competencies:

Core Competencies:

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

Specialized Competencies:

  • Interpersonal Communication
  • Ability to Multi-Task
  • Problem-Solving Skills
  • Stress Management Techniques
  • Proficient Written and Verbal Communication
  • Independent Work Capability

Position Requirements:

Candidates should possess strong leadership and collaboration skills, prior experience in customer service, proficiency in computer systems 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 implementing affirmative action measures without discrimination based on race, color, religion, gender, sexual orientation, national origin, veteran status, or disability.