Customer Service Representative

Core Competencies
- Good communication - speaks and writes professionally and clearly.
- Attention to detail - does not let important details slip through the cracks.
- Listening skills - lets others speak and seeks to understand their viewpoints.
- Empathetic - able to understand others’ experiences and their individual pain points.
- Flexible - adjusts quickly to changing priorities.
- Work ethic - possess a strong willingness to work hard.
- Excellent follow through - attentive to keep commitments and promises.
- Collaborative - works well with others.

Job Duties,

The CSR should accomplish the following goals:

- Ensure excellence in the delivery of the customer experience as outlined in Fix Auto best practices and measured by CSI results.
- Greet all customers as they enter the office in a timely and professional manner.
- When in personal contact with the customer, the CSR should maintain a polite, courteous attitude and refer any problems to the Body Shop Manager.
- The CSR is the primary person responsible for answering the phones and should attempt to answer the telephone according to the Fix Auto Phone Answering SOP’s.
- Maintain the customer waiting area.
- Set up Repair Order (RO) folders in Era Ignite and Mitchell Repair Centre.
- Verify that parts have arrived and notify the customer the day prior to their Drop-Off (D.O.) appointment.
- Schedule the damage review appointment utilizing ProgiSync
- Prepare the Repair Order Folders during the Damage Review Appointment (DRA).
- Schedule the repairs once the insurance estimate is approved and repair authorization is received by the customer.
- Update Enterprise ARMS system daily at morning, mid-day, and at the close of each business day.
- Ensure all dates have been entered in MRC, Mitchell Connect and Quapter for customer deliveries from the prior business day.
- Maintain daily updates in Mitchell Connect and Quapter.
- Update the workflow Production Board.
- Process all accounting documents to ERA Ignite.
- Contact customers who have missed Drop Off or Estimate appointments daily.
- Contact customers who have not yet scheduled in for repairs.
- Maintain the Opportunities Tab in MRC.
- Maintain the Scheduled Drops Tab in MRC, Mitchell Connect, and Quapter.
- Assist in doing the check-in procedure according to the Fix Auto Check-In SOP.
- Collaborate with the body shop manager and production technicians to ensure vehicles are on track for timely and flawless delivery.
- Provide regular and standard reporting to production staff to ensure awareness of key performance metrics.
- Provide clients with repair status updates throughout the repair process.
- Assist in reconciliation and closing RO’s.
- Assist with technician payroll reports.
- Ensure all towed-in vehicles have a RO folder written and that the tow bill is entered into the RO folder appropriately.
- Monitor to ensure all vehicles are moved in order not to block the front office area.
- Ensure that all dropped off vehicles have a clear pouch with the appropriate paperwork placed in the vehicle.
- Able to properly receive payments from the customers, input payment into the management system, use the check/credit card machine as needed, and handle all the administrative aspects of delivery.
- Proficient in the use of Mitchell Repair Centre, Era Ignite dealer management and estimating systems, (Mitchell Connect & Quapter)
- Reviewing all payments/payment methods/payment policies with customers and with insurance personnel prior to the customer arriving to take delivery of their vehicle.
- Assist with maintaining all receivables within a 30 day time period.
- Notifying customers when their vehicle is completed, reviewing payment information, and informing them of the hours of operation.
- Assisting the Estimator with continual follow-up on the supplements that have not been approved.
- Scheduling any/all alternate transportation needed by a customer, including rental cars.
- Assist the customer in setting up rental reservations by setting up a Rental Reservations through the ARMS website.
- Importing estimates into Mitchell Repair Centre.
- Verifying payment confirmation, printing out customer’s final paperwork and attaching warranty before the customer’s pick-up appointment.

Assist the Estimator in reviewing final supplement and exceptions prior to customer’s pick-up appointment**.**
- 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 m