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Customer Service Representative

2 months ago

Chicago, Illinois, 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 proper indicators.
  • Communication: Record all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
  • Car 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: 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
Benefits
  • Competitive Pay: Competitive pay plans
  • Medical Benefits: Medical, prescription drug, dental, and vision insurance
  • Retirement Plan: 401(k) retirement plan with company match
  • Disability and Life Insurance: Employer-paid short-term disability and life insurance
  • Paid Time Off: Paid vacation and holidays
  • Continuing Education: Continuing education opportunities