Customer Service Representative (CSR)

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.

· Ordering parts / accepting parts / checking parts for damages

· Willingness to cover duties of others - detailer / parts receiver / shop helper when needed due to sickness or vacation

· Quality control of repairs

· Ability to lift heavy parts

· Sell the Fix Auto Services and provide an outstanding customer service, in order to build strong and long-lasting relationships with clients.

· Communicate and interact with clients throughout the different technologies such as text messages, emails, online videocall, etc.

· Maintain clean and presentable office environment.

· 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

· Computer literate, including effective working skills of MS Word, Excel and e-mail

· Professional appearance and manners

· Strong work ethic and positive team attitude

Pay: $17.00-$19.00 per hour

Expected hours: 40.0 per week

Work Location: In person