Customer Service Representative

The Customer Service Rep (CSR) is the first and last point of contact with Auto Collision Group, Inc. customers. The CSR will play an integral role in delivering the highest quality of service to everyone who contacts ACG and walks through body shop. In this role, the CSR is responsible for checking in customers, their vehicles and for keeping the customer informed and updated on the process. Managing and organizing rentals, speaking to insurance companies on behalf of our customers and maintaining Dealer relations. Managing the telephones is a priority; helping the customer as much as possible and then transferring calls, taking messages, and making outbound calls to customers and to ACG vendors

·       Greet customers in a friendly and inviting manner by phone and in person.

·       Properly secure repair authorizations for customer vehicle repair.

·       Create customer files.

·       Collect and update all customer information.

·       Handle clerical aspects of Insurance Claims and Supplements.

·       Open repair orders in estimating system.

·       Confirm coverage and deductibles with insurance companies for all repair orders. 

·       Update customer on vehicle status two to three times a week and update notes in estimating system.

·       Handle customer complaints with integrity and poise. Escalate call to upper management if unable to resolve the issue.

·       Meet daily with Estimator and Production Manager to ensure accurate updates are given.

·       Update car rental program daily.

·       Receive cash, checks and credit card payments from customers. Record payments in estimating system.

·       Assist with closing files for delivery.

·       Check the exceptions tab in estimating system throughout the repair process.

·       Ensure all parts have been received and invoices are posted.

·       Confirm all labor has been assigned accordingly.

·       Schedule estimate appointments, vehicle drop off and vehicle pick up appointments.

·       Deliver customer vehicles.

·       Collect payments (i.e. deductibles, insurance drafts, etc.).

·       Walk customer to their vehicle and review the repairs that were done on the vehicle. Escalate questions as needed with shop Estimator.

·       Clerical duties (i.e. filing, faxing, photocopying, scanning, etc.)

·       Maintains clean office environment. May be required to perform light cleaning duties such as sweeping, mopping, wiping, dusting etc. in the facility

·       Conducts routine tasks as directed

·       Closely supervised with little latitude for independent judgment