Benefits:- 401(k)
- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
JOB SUMMARY
The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include – gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.
DUTIES / RESPONSIBILITIES
- Greets all walk-in customers in a professional and courteous manner.
- Answer and directs all phone traffic in a polite, courteous and cheerful manner.
- Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).
- Explain CARSTAR’s repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.
- Educate customers on CARSTAR’s CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).
- Schedule and record appraisal and delivery appointments.
- Update and maintain the store scheduler with Office Manager.
- Collect and record payment for completed repairs; may perform some A/R.
- File repair order paperwork accurately or record in CARSTAR management system.
- Provide customers with CARSTAR’s warranty information (5-Year and Limited Lifetime).
- Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.
- Maintain the front office and customer reception areas.
- Attend daily release meetings.
- Other duties as assigned.
EXPERIENCE / SKILL REQUIREMENTS
- 2+ years of customer service experience required, preferably in a retail setting.
- HS diploma or GED equivalent required; college degree preferred.
- Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.
- Call center sales experience (or equivalent sales experience) preferred.
- Highly organized; ability to handle multiple concurrent assignments.
- Proficient with Microsoft Office and POS/management systems.
- Strong attention to details.
- Punctual and professional appearance.
- Ability to receive direction and work well with others.
- Valid driver’s license and insurable driving record.
- Must be able to work the following days and hours:
- Monday – Friday (7:30 a.m. – 5:00 p.m)
PHYSICAL REQUIREMENTS
Essential physical requirements include:
· Ability to stoop, bend and kneel, squat, kneel and pulling
· Extended periods of kneeling, bending, squatting and stooping
· Carry and lift heavy objects (up to 50lbs)
· Standing, sitting and walking
· Performing repetitive motions
WORK ENVIRONMENT
Exposure to:
- Paint, fumes and particles
- Dirt / Dust
- Chemicals / Toxins
- Varying heat / cold
- Intermittent noise