The CSR is the first impression that customers and other visitors have when they walk into or call CARSTAR. This person is responsible for creating a front office atmosphere that fosters a high level of service.
The CSR is the main point of contact for customers and potential customers; and assists the Office Manager. The CSR should possess a cheerful character and a helpful, polite and courteous attitude towards customers.
The CSR must be well-groomed and dress appropriately, have keyboarding skills, a good work attitude and foster a positive team spirit both within the department as well as between the other departments in support with the overall philosophy of the company and fellow employees.
Accountability and Responsibility of Position
Reception and Customer Service
Responsible for the initial contact with prospects and customers during the normal working day.
Greet people visiting this CARSTAR store in order to determine needs
Handle all phone traffic, per guidelines of the CARSTAR store, in a polite, courteous and cheerful
Screen business calls
Scheduling Customer Dates
Book appointments for estimates
Update and maintain scheduler with Office Manager
Schedule and record appraisal, reception and delivery appointments
Update target delivery sheets
Collect and record payment for complete jobs.
File all paperwork accurately
Disburse nationwide warranty / CSI information to customers
Disburse, record and / or display customer reply cards upon receipt from CARSTAR corporate
Handle customer inquiries regarding their vehicle repair
Refer customer complaints concerning completed repairs to appropriate staff member
Perform customer follow-up 7 to 10 days after customer has picked up their vehicle.
Experience / Skills required
Experience providing customer service in a service or retail environment
Functional / Technical knowledge :
Microsoft Office Software (Word, Excel, Outlook) BEGINNER
Experience with Collision Repair Estimating and / or Management systems a plus
Skills & Abilities
Work independently without close supervision
Flexible / adaptable to constant change
Strong tact and diplomacy; ability to interact with all levels of personnel
Highly organized; ability to handle multiple concurrent assignments
Ability to prioritize, organize and plan work under own initiative
Strong communication skills (reading, writing, speaking, listening)
Quality driven individual with Customer Service Perspective
Motivated, follows instructions
Ability to work independently with minimum supervision
Works well under pressure
Keyboarding / Finger dexterity
General Physical Skills (sitting for long periods, lifting 10 pounds)
Ability to use telephone
All duties / responsibilities / experience are subject to change