Customer Service Representative

6 days ago

Concord, Canada Fix Auto Concord Full time

**The Customer Service Representative (CSR)** is responsible for serving customers in person and via the telephone. The **CSR** is accountable for dealing with customer service, selling of services and processing transactions. **CSR** follows all procedures and policies when providing customer service. The **CSR** understands his/her role as brand ambassador and provides positive brand experience to all customers.

**Core Competencies**
- Customer Focus
- Communication
- Energy & Stress Management
- Teamwork
- Quality Orientation
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity
- Results Oriented
- Negotiation

**Job Duties**
- Ensure excellence in the delivery of the customer experience as outlined in Fix Auto best practices and measured by CSI results
- Effectively manage front office operations to ensure efficient organization and support of the sales function
- Collaboration with production manager and sales manager to ensure vehicles are on track for timely and flawless delivery
- Provide regular and standard reporting to production and sales managers to ensure awareness on key performance metrics
- Provide service to customers by reviewing the services offered and cross-sell different programs by explaining the advantage of our multiple service offerings.
- Sell the Fix Auto Services and provide an outstanding customer service, in order to build strong and long-lasting relationships with clients.
- As required, assign the work order to technicians.
- Set convenient appointments with the customers, based on the shop availability.
- Keep the customer data base up to date to ensure efficiency.
- Other related tasks as required.

**Requirements**:

- High school diploma or GED required
- Strong customer service and troubleshooting skills
- Experience working as a customer service representative for a body shop preferred
- Exceptional conflict resolution, negotiation, and objection handling skills
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Able to effectively communicate both verbally and in writing
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Professional appearance and manners
- Strong work ethic and positive team attitude

**Working Conditions**
- Manual dexterity required to use desktop computer and peripherals
- Overtime as required
- Lifting or moving up to 50 lbs may be required

**Benefits**:

- Casual dress
- Company events
- On-site parking
- Store discount

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Concord, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English (required)

Work Location: One location

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