TITLE: Customer Service Representative
REPORTS TO: Store Manager
SALARY STATUS: Non-Exempt (hourly)
JOB SUMMARY
The Customer Service Representative (CSR) is responsible for establishing exceptional customer relationships and capturing customer sales in-person and over the phone. Additional duties include - gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.
DUTIES / RESPONSIBILITIES
Immediately greet all walk-in customers in a professional and courteous manner.
Answer and directs all phone traffic in a polite, courteous and cheerful manner.
Asks for the sale and/or schedules customers for an estimate to achieve a closing ratio of 75% (minimum).
Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected time frame on a delivery date.
Educate customers at drop off and prior to delivery on CARSTAR's CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).
Schedule and record appraisal, vehicle drops, and delivery appointments.
Update and maintain the store scheduler.
Collect and record payment for completed repairs; also perform some A/R.
File repair order paperwork accurately or record in CARSTAR management system.
Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime).
Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
Maintain the front office and customer reception areas.
Attend daily release meetings.
Manage ARMS and Rental updates and communication.
Ability to receive direction and feedback positively and works well with others,
Other duties as assigned.
EXPERIENCE / SKILL REQUIREMENTS
2+ years of customer service experience required, preferably in a retail setting.
HS diploma or GED equivalent required; college degree preferred.
Excellent customer service, communication and negotiation skills - written and verbal.
Able to relate and interact well with a diverse customer base.
Highly organized; ability to handle multiple concurrent assignments.
Proficient with Microsoft Office and POS/management systems.
Strong attention to details.
Punctual and professional appearance.
Valid driver's license and insurable driving record.
Must be able to work the following days and hours:
o Monday - Friday 8:00 a.m. - 6:00 p.m.
PHYSICAL REQUIREMENTS
Essential physical requirements include:
Ability to stoop, bend and kneel, squat, and pull
Carry and lift heavy objects (up to 50lbs)
Standing, sitting and walking
Performing repetitive motions
WORK ENVIRONMENT
Exposure to:
Paint, fumes and particles
Dirt / Dust
Chemicals / Toxins
Varying heat / cold
Intermittent noise
