Vacancy expired!
Summary:
The Customer Experience Representative is responsible for ensuring best-in-class customer service is delivered to all customers throughout the repair process. This position requires a high level of customer service, communication skills, and a positive attitude. The Customer Experience Representative must possess a moderate level of technical knowledge about the auto-collision repair process.
Responsibilities:
Review with customers and walk through high-level repair process and next steps: Greet customers by phone or in-person; educate customers about the collision repair process (high level overview), including insurance claims information, processing and payment procedures
Complete all facets of vehicle intake process: Walk the vehicle with the customer; map damage areas with markers; take/upload photos and customer info to Service King’s Centralized Estimating team; pre scan vehicles; prepare vehicle tags and packet for Repair Planner
Establish communication expectations with customer: Provide repair status updates to customer via call or text based on an established communication cadence with the customer
Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process
Conduct final quality control check: Perform the final quality control check prior to customer pick up to ensure the quality of the repair will meet or exceed customer expectations and Service King’s standards
Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
Provide additional support to Repair Planner (as needed): Complete parts invoices and provide additional support for Repair Planner role as needed Additional responsibilities as assigned
Vacancy expired!