Customer Service Representative

Job Position: Customer Service Representative 

Company Legal Name: Auto Collision Group Gardena Inc.

Location Address:1706 Rosecrans Ave, Gardena CA 90249

Salary Range: $18-20/HR

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.

Summary of Duties:

· 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

Working Conditions:

1. Does require fluent communication in English language.

2. Employment Status may be part-time, full-time, or temporary.

3. Traveling is required.

4. Protracted or irregular hours may be required.

5. Relocation to another ACG facility may be required.

The above declarations are not intended to be an all-inclusive list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job, rather, they are intended only to describe the general nature of the job.

Auto Collision Group, Inc. is an “at-will” employer, which means that employment is at the mutual consent of both the employee and the employer, and may be terminated at will, for any reason, with or without cause at any time during your employment with the Company. No one other than the CEO of the Company can enter into an agreement of employment for a specified period of time or make any agreement or representation contrary to this policy. Further, any such agreement must be in writing and signed by the President of the Company.

Requirements

· Effective oral and written communications skills

· Self-starter who is highly organized

· Able to handle multiple projects and assignments with attention to detail

· Problem solving, well organized, detailed oriented and accurate.

· Previous auto body shop experience required.

· Previous customer service related experience required

· Previous experience with CCC One system.



To Comply with Provisions of the Americans with Disabilities Act, physical, mental, environmental, and other work conditions essential for the job are noted below. Specific codes are used to specify the frequency of such conditions or requirements.

C = Constant or major activity (60% or more of work time)

F = Frequent or moderate activity (20-60% of work time)

O = Occasional or minor activity (less than 20% of work time)

N = Not applicable