Position Title: Customer Experience Representative Department: Operations
Reports To: General Manager
Position Summary:
The 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 Customer Experience Representative must possess a moderate level of technical knowledge about the auto-collision repair process.
Responsibilities:
- 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 insurance claims information, processing and payment procedures
- Complete all facets of vehicle intake process: Walk the vehicle with the customer; map damage areas with markers; take/upload photos and customer info to Service King’s Centralized Estimating team; pre scan vehicles; prepare vehicle tags and packet for Repair Planner
- Establish communication expectations with customer: Provide repair status updates to customer via call or text based on an established communication cadence with the customer
- Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process
- Conduct final quality control check: Perform the final quality control check prior to customer pick up to ensure the quality of the repair will meet or exceed customer expectations and Service King’s standards
- Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
- Provide additional support to Repair Planner (as needed): Complete parts invoices and provide additional support for Repair Planner role as needed
Additional responsibilities as assigned
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
- Stress Management – Ability to perform under pressure and in adversity
- Excellent Written and Verbal Communication – Ability to provide clear, concise information in writing, via phone or in-person
Skills and Experience:
- Ability to work collaboratively with others to meet shared objectives
- 6 months - 2 years of prior experience working in a fast-paced, customer-service environment
- Proficient with Computers, as well as, other software
- Valid driver’s license required
Preferred Qualifications:
- Bilingual (Spanish)
- Knowledge of Collision Industry including high-level knowledge of insurance procedures and requirements
Job Type: Full-time
Pay: From $17.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental Pay:
Experience:
- Customer Service: 3 years (Preferred)
Work Location: One location