The Customer Service Rep (CSR) is the first and last point of contact with Auto Collision Group, Inc. customers. The CSR will play an integral role in delivering the highest quality of service to everyone who contacts ACG and walks through body shop. In this role, the CSR is responsible for checking in customers, their vehicles and for keeping the customer informed and updated on the process. Managing and organizing rentals, speaking to insurance companies on behalf of our customers and maintaining Dealer relations. Managing the telephones is a priority; helping the customer as much as possible and then transferring calls, taking messages, and making outbound calls to customers and to ACG vendors.
Summary of Duties:
Greet customers in a friendly and inviting manner by phone and in person
Properly secure repair authorizations for customer vehicle repair
Create customer files
Collect and update all customer information
Handle clerical aspects of Insurance Claims and Supplements
Open repair orders in estimating system
Confirm coverage and deductibles with insurance companies for all repair orders
Update customer on vehicle status two to three times a week and update notes in estimating system
Handle customer complaints with integrity and poise. Escalate call to upper management if unable to resolve the issue
Meet daily with Estimator and Production Manager to ensure accurate updates are given
Update car rental program daily
Receive cash, checks and credit card payments from customers. Record payments in estimating system
Assist with closing files for delivery
Check the exceptions tab in estimating system throughout the repair process
Ensure all parts have been received and invoices are posted
Confirm all labor has been assigned accordingly
Schedule estimate appointments, vehicle drop off and vehicle pick up appointments