Customer Service Rep

$33,280 - $56,160/Yr

Puget Collision - Clackamas, OR

Full-time - Entry Level

Clackamas, OR

About the position

The Customer Service Representative (CSR) at Puget Collision serves as the primary contact for customers during the vehicle repair process. This role is essential in ensuring customer satisfaction by providing empathetic listening, answering inquiries, and guiding customers through the repair process. The CSR is responsible for maintaining communication with customers, scheduling appointments, and ensuring all necessary documentation is completed accurately.

Responsibilities

• Greet customers professionally and ensure a high degree of customer service excellence.
• Answer the phone professionally and respond to all voicemails the same day.
• Inform customers about the repair process, insurance claims, payment procedures, and expected delivery dates.
• Capture business from walk-in customers and establish trust in the company's abilities.
• Confirm customer information is accurate and complete for communication needs.
• Schedule appointments for the Estimator and ensure timely calendar updates.
• Oversee processing of initial insurance assignments and appointment verifications.
• Ensure all scheduled repairs are set up the day before customer arrival, including rental car arrangements and parts review.
• Communicate customer expectations, complaints, and service issues to the Estimator and Center Leader.
• Ensure the file is ready and vehicle is complete before customer delivery, including warranty information.
• Scan all relevant documents into the CCC one file.
• Follow up on all missed opportunities daily and ensure banking transactions are completed accurately.
• Complete the Tow Acceptance Log with the tow driver for every tow-in and submit monthly to accounting.
• Open and disperse mail daily, including invoices and statements.
• Maintain cleanliness and order in the lobby and customer comfort areas, ensuring marketing materials are available.
• Monitor and replenish office supplies with Center Leader approval.
• Ensure regulatory documents and permits are current and filed appropriately.
• Stock safety items such as first aid kits and safety glasses.

Requirements

• I-CAR Introduction to Collision Repair required within the first 90 days of employment.
• Basic computer skills necessary to navigate company systems and communicate with customers.
• Ability to multi-task in a high-paced environment with a flexible attitude.
• Ability to read, understand, and perform written instructions accurately and consistently.
• Ability to work independently as well as collaboratively in an organized manner.