Collision Customer Experience Representative
4 weeks ago
Company:
Capital Chevrolet Buick GMC Inc
As a Collision Customer Experience Representative, you will be the first point of contact for our customers over the phone and in person to ensure their needs are directed in an efficient and professional manner. Working closely with our Collision Repair Advisors, this role plays a crucial role in creating a positive customer experience and supporting the administration of automotive repairs.
**ESSENTIAL DUTIES**:
- Greet body shop customers in a welcoming and professional manner.
- Ensure all customer drop-off and pick-up procedures are completed accurately.
- Support the scheduling of both body shop and detail appointments.
- Take incoming calls and answer their inquiries, redirecting calls as needed to the Collision Repair Advisors, Production Manager, or Detail Manager as needed.
- Ensure the shop filing and tracking system (digital and hardcopy) is adequately maintained, identifying and implementing efficiencies as needed.
- Provide customers with regular updates on their repairs and contacting them for pick up when complete.
- Assist with the resolution of customer concerns and complaints.
- Obtain customer payments.
- Assist Collision Repair Advisors with closing repair orders, submitting claims and supplements to insurance providers, and coordinating repair efforts.
- Perform miscellaneous duties as directed.
**QUALIFICATIONS**:
- 1-3 years experience in a customer service and/or office environment - experience and knowledge of the automotive/collision center industry is an asset.
- Excellent written and verbal communication skills.
- Proven ability to provide a superior customer experience and quickly build trust and rapport with customers and external service providers.
- A self-starter that thrives in a fast-paced, dynamic work environment.
- Innate ability to resolve problems effectively and identify areas of improvement for efficiency and effectiveness.
- High level of organizational and time management skills balanced with a strong attention to detail.
- Demonstrated ability to work both independently and as part of a team.
At Capital Automotive Group, our vision is to be the most respected auto group in North America. In keeping with our mission, we strive to move customers’ lives forward with the best in automotive solutions, service and people. Through demonstrating our core values of respect, transparency, care, excellence, and innovation, we stand out from the rest and create a growth-driven organization.
Capital Automotive Group, founded in 1974, has expanded and continues to grow significantly. Our team consists of service technicians, product specialists and support staff from each location.
Capital Automotive Group believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are committed to doing so by providing accessible employment practices. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
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