Customer Service Manager 1

The Customer Service Manager (CSM) is responsible for managing the repair process of vehicles from the point of estimating the time and costs associated with the repair through the delivery of the completed vehicle to the customer. The incumbent also resolves any post-delivery issues. Depending on individual qualifications and the repair center staffing model, an ABRA CSM may focus heavily on the sales/customer contact aspect, or in the technical estimating side of the business (or a combination). The CSM has a significant impact on repair quality & timing, overall customer satisfaction, and repair center financial results.
Responsibilities:

• Customer Contact: Meets with customers to assess vehicle damage, identifies and evaluates options for repair methodology, and prepares repair estimates. Uses an effective sales approach to maintain a high capture rate. On customer-pay repairs, advises customers of the estimated repair plan, negotiates using incentives, and identifies opportunities for up-selling. Keeps customer advised of status throughout the repair process.
• Managing Insurance Company Interface / Ordering of Parts: Communicates and negotiates with insurance companies regarding options for repair methodology, and time required to complete each component of the work. Researches sourcing and pricing of parts and places orders. Maintains knowledge of Direct Repair Program (DRP) procedures as established by insurance companies and ensures adherence to contracts.
• Monitoring Repair Process/Authorizing Changes: Tracks the progress of vehicles through the repair cycle. Working with the body technicians, prepares and approves repair order supplements with the discretionary authority to accept or deny items relating to the supplement. Provides thorough justification for changes from original estimate to customers and insurance companies.
• Miscellaneous: Performs repair order reconciliation (job costing) and is held accountable for meeting profitability targets. Participates in daily analysis of production scheduling. Meets vehicle delivery dates and achieves acceptable customer satisfaction scores. Is a key player in the repair center in maintaining ongoing positive relationships with insurance companies.

• Thorough knowledge of automobile repair estimating, including relevant software programs.
• Able to make both objective and subjective decisions on repair process, parts and timing.
• Excellent sales abilities and overall communication skills. Able to relate well to diverse audiences.
• Ability to effectively manage multiple projects simultaneously and independently in a fast-paced work environment.
• Required to keep current with industry-related and ABRA-required training.

~CB~
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