Customer Service Representative

2 weeks ago

Ottawa, Ontario, Canada CARSTAR Canada Partnership, LP. Full time
Reports To

Office Manager

Department

Front Office

Job Summary & Qualities

The CSR is the first impression that customers and other visitors have when they walk into or call CARSTAR. This person is responsible for creating a front office atmosphere that fosters a high level of service. The CSR is the main point of contact for customers and potential customers; and assists the Office Manager. The CSR should possess a cheerful character and a helpful, polite and courteous attitude towards customers. The CSR must be well-groomed and dress appropriately, have keyboarding skills, a good work attitude and foster a positive team spirit both within the department as well as between the other departments in support with the overall philosophy of the company and fellow employees.

Accountability and Responsibility of Position Reception and Customer Service


• Responsible for the initial contact with prospects and customers during the normal working day.

• Greet people visiting this CARSTAR store in order to determine needs

• Handle all phone traffic, per guidelines of the CARSTAR store, in a polite, courteous and cheerful
manner.

• Screen business calls

Scheduling Customer Dates


• Book appointments for estimates

• Update and maintain scheduler with Office Manager

• Schedule and record appraisal, reception and delivery appointments

• Update target delivery sheets


• Collect and record payment for complete jobs.

• File all paperwork accurately

• Disburse nationwide warranty/CSI information to customers

• Disburse, record and/or display customer reply cards upon receipt from CARSTAR corporate
headquarters.

• Handle customer inquiries regarding their vehicle repair

• Refer customer complaints concerning completed repairs to appropriate staff member

• Perform customer follow-up 7 to 10 days after customer has picked up their vehicle.

Experience/Skills required


• Experience providing customer service in a service or retail environment

• Functional/Technical knowledge:

  • Microsoft Office Software (Word, Excel, Outlook) – BEGINNER
  • Experience with Collision Repair Estimating and/or Management systems a plus
  • Work independently without close supervision
  • Flexible/adaptable to constant change
  • Strong tact and diplomacy; ability to interact with all levels of personnel
  • Highly organized; ability to handle multiple concurrent assignments
  • Ability to prioritize, organize and plan work under own initiative
  • Strong communication skills (reading, writing, speaking, listening)
  • Quality driven individual with Customer Service Perspective
  • Motivated, follows instructions
  • Ability to work independently with minimum supervision
  • Works well under pressure
  • General Physical Skills (sitting for long periods, lifting ~ 10 pounds)
  • Repetitive motion
  • Ability to use telephone

*All duties/responsibilities/experience are subject to change

**This position is for an independently owned and operated location and notwith CARSTAR CANADA SPV LP. All employment related decisions including: hiring, firing, scheduling, andrate of pay are determined by the independent franchise owner.

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