Customer Service Representative

2 weeks ago

Minneapolis, Minnesota, United States CARSTAR Franchising, Inc. Full time
Job Summary

The Customer Service Representative is a key role at CARSTAR New Hope, responsible for delivering exceptional customer experiences and driving sales growth. This role 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 to all walk-in customers, responding to their needs and concerns in a professional and courteous manner.
  • Answer and direct phone traffic, ensuring that all calls are handled promptly and efficiently.
  • Ask for the sale and/or 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's 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.
Work Environment

The Customer Service Representative will work in a fast-paced retail environment, with exposure to paint, fumes, and particles. The role requires standing, sitting, and walking, with the ability to lift heavy objects (up to 50lbs) and perform repetitive motions.

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