Customer Service Representative

3 days ago


Monroe, Louisiana, United States CARSTAR Franchising, Inc. Full time

Job Summary:

The Customer Service Representative is a key member of our team at CARSTAR Franchising, Inc. 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:

  • Greet and assist customers in a professional and courteous manner.
  • Answer and direct phone calls in a polite and cheerful manner.
  • Ask for the sale and attempt to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
  • Explain our repair process, including insurance claims processing, payment procedures, and repair techniques.
  • Educate customers on our CSI/NPS survey and ensure they are informed about their repair experience.
  • Schedule and record appraisal and delivery appointments.
  • Update and maintain the store scheduler with the Office Manager.
  • Collect and record payment for completed repairs.
  • File repair order paperwork accurately or record in our management system.
  • Provide customers with information about our warranty (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.
  • Attend daily release meetings.

Requirements:

  • 2+ years of customer service experience required, preferably in a retail setting.
  • HS diploma or GED equivalent required; college degree preferred.
  • Excellent customer service, communication, and negotiation skills.
  • Able to relate well to a diverse customer base.
  • Call center sales experience (or equivalent sales experience) preferred.
  • Highly organized; ability to handle multiple concurrent assignments.
  • Proficient with Microsoft Office and POS/management systems.
  • Strong attention to details.
  • Punctual and professional appearance.
  • Ability to receive direction and work well with others.
  • Valid drivers license and insurable driving record.

Physical Requirements:

  • Ability to stoop, bend, and kneel, squat, kneel, and pull.
  • Extended periods of kneeling, bending, squatting, and stooping.
  • Carry and lift heavy objects (up to 50lbs).
  • Standing, sitting, and walking.
  • Performing repetitive motions.

Work Environment:

  • Exposure to paint, fumes, and particles.
  • Dirt and dust.
  • Chemicals and toxins.
  • Varying heat and cold.
  • Intermittent noise.


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