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Customer Service Representative

3 months ago

Winnipeg, Manitoba, Canada crownautogroup Full time

Customer Service Representative - Intercompany

Job Summary:

The Intercompany Customer Service Representative, under the direction of the Manager of the assigned Collision Centre, is the primary liaison between intercompany and the collision centre operations. The Internal Customer Service Representative is responsible for creating an exceptional experience during the vehicle repair process. The Internal Customer Service Representative is the first point of contact for all intercompany collision inquires. Competencies and Duties of a Customer Service Representative are as follows:

Competencies:

  • Client/ Customer Focus - Ensures superior service is being executed and upheld on a consistent basis for both internal and external customers
  • Communication - Positively expresses and transmits information with consistency and clarity.
  • Result Focused - Able to execute and manage desired outcomes, and the means by which they are achieved and or exceeding standard based on past performance, goal, and objectives, as well as the performance and/ or achievements of others.
  • Time Management - Balance a multitude of tasks; prioritizes duties as needed ensuring efficiency self-motivation/ production.
  • Adaptability - Willingness to adapt and respond to changing conditions, priorities, technology, and industry standards or requirements.
  • Judgement - Ability to use sound reasoning when faced with various issues, ensuring to be performed with professional conduct and behavior.
  • Problem Solving - Ability to calm and control the energy of a problem. Ability to identify the potential cause of the problem with the intent of understanding how to correct the matter through utilization of an action plan. Utilizing logic and analytical methods to create a realistic solution.
  • Teamwork - Leads by examples displaying professionalism while displaying disciplined work ethic. Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.

Job Duties:

  • Greet intercompany employees with respect and positive energy
  • Continuously inform departments through the repair process, responding to their inquiries, educating them about the MPI process and our repair processes
  • Collaborate with production, parts team and MPI and proactively provide customers with updates on their vehicles to meet estimated timeframes
  • Coordinate with insurance companies for claim processing, ensuring all necessary documentation is completed accurately and in a timely manner
  • Collect purchase order numbers and signatures as required
  • Perform pre-repair walk through to ensure all customer points are recorded on the repair order
  • Lead by example to excel in customer service and satisfaction.
  • Ensure the Crown Karma values are being upheld and executed daily.
  • Handle all intercompany RO's including warranty, policy, third party insurance, and hail
  • Adequately update the Recon department with production/ progress updates
  • Ensure all intercompany complaints, problems, and negative experiences are being handled in a timely manner. Ensure all examples are being conducted with an positive, professional attitude and ensure overall customer satisfaction is being met.
  • Oversea and monitor all collision centre repair orders are being processed and closed accurately and within a respectable timeline.
  • Attend industry training and ensure the collision centre and its employees are always in compliance with manufacturers and MPI.
  • Ensure the collision centre facility appearance and cleanliness is being upheld to a presentable professional standard.
  • Perform other duties as required.