Employment Type : Full-Time
Position Title: Associate Customer Experience Representative Department: Operations Reports To: General Manager Our Company: For over 40 years, Service King has been a collision repair operator of choice, with 350 locations in 24 states with a mission to provide a secure, fulfilling workplace that motivates our teammates to deliver safe, superior repairs with excellent customer service. Position Summary: The Associate Customer Experience Representative is responsible for ensuring best-in-class customer service is delivered to all customers throughout the repair process. This position requires a high level of customer service, communication skills, and a positive attitude. The Associate Customer Experience Representative will acquire a working level of technical knowledge about the auto-collision repair process, including how to take a standard photo package and complete basic vehicle mapping. Review with customers and walk through high-level repair process and next steps: Greet customers by phone or in-person; educate customers about the collision repair process (high level overview), including basic insurance claims information, processing and payment procedures Establish communication expectations with customer: Provide routine repair status updates to customer via call or text based on an established communication cadence, answer customer calls and connect customers to the appropriate Customer Experience Representative(s) or Senior Customer Experience Representative(s) for answers to more detailed questions about technical aspects of the repair process Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process Complete basic mapping and take standard photo package: Take/upload photos and customer info to Service King’s Centralized Estimating team; map damage areas with markers (not responsible for repair vs replace damage identification) Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls Expand professional knowledge and skills: Partner with Customer Experience Representative(s) to learn the necessary skills required to move to the next level of the career ladder; Necessary skills include: ability to take standard photo package, ability to complete basic vehicle mapping, ability to perform repair vs replace damage identification, ability to perform Quality Assurance check, ability to answer highly technical questions regarding the repair process, etc. Competencies: Core Competencies: Teamwork - Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates. Accountability - Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement. Results Driven - Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals. Sound Judgment - Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution. Customer Focus - Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs. Specialized Competencies: Interpersonal Skills - Ability to create positive interactions with customers Multi-Tasking - Ability to work on and successfully complete many different task or projects at the same time Problem-Solving - Ability to determine solutions to customer problems quickly and effectively Excellent Written and Verbal Communication - Ability to provide clear, concise information in writing, via phone or in-person Ability to work collaboratively with others to meet shared objectives Proficient with Computers Valid driver’s license required Legally authorized to work in the United States Bilingual (Spanish) Prior experience working in a fast-paced, customer-service environment Service King provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.