| Location | Bradford, PA |
Position Summary
The Collision Shop Customer Service Representative (CSR) is responsible for providing exceptional customer service while supporting the administrative, financial, and rental operations of the collision center. This position serves as a primary point of contact for customers, insurance companies, rental providers, and internal team members.
The CSR assists with repair order creation, customer payments, insurance receivables, scheduling, rental coordination, and general office administration. The ideal candidate is organized, detail-oriented, professional, and capable of managing multiple responsibilities in a fast-paced environment.
Essential Duties & Responsibilities
Body Shop Receivables & Payments
Receipt and process insurance supplement payments and rental checks.
Monitor accounts receivable aging reports and proactively follow up on outstanding balances and delayed insurance payments.
Collect and process customer payments at the time of vehicle delivery, including insurance checks, credit card payments, and customer-pay balances.
Send electronic payment links to customers as needed.
Communicate with insurance companies and customers regarding outstanding payments and balances.
Maintain accurate payment records and documentation.Customer Service & Office Administration
Answer incoming phone calls and assist walk-in customers by providing information regarding services, repair processes, and estimated timelines.
Create repair orders and collect all necessary customer, vehicle, estimate, and insurance claim information.
Prepare and maintain customer job folders and repair documentation.
Schedule customer appointments and coordinate vehicle drop-offs and pick-ups.
Obtain required customer signatures on repair orders, direction-to-pay forms, insurance checks, and other necessary paperwork.
Maintain accurate records of repair orders, estimates, insurance communications, and customer information.
Assist with ordering and maintaining office supplies.
Conduct post-delivery follow-up calls to confirm customer satisfaction and encourage feedback and online reviews.
Provide administrative support to the collision center team as needed.
Contact insurance companies to verify rental coverage, limits, and applicable terms.
Schedule rental vehicles in coordination with customer repair appointments.
Prepare rental agreements and coordinate rental vehicle delivery when the rental coordinator is unavailable.
Assist customers with rental vehicle arrangements and related questions.
Bill insurance companies for rental charges and maintain accurate rental billing records.
Contact rental inquiries received through the website and follow up with potential customers.
Confirm rental reservations received through external booking systems.
Coordinate delivery and pick-up of University rental vehicles.
Gather driver information and prepare rental contracts for all required drivers to review and sign.
Ensure rental documentation is completed accurately and in accordance with company procedures.
Previous customer service, administrative, automotive, collision center, or rental experience preferred.
Strong communication and customer service skills.
Excellent organizational skills and attention to detail.
Ability to multitask and prioritize responsibilities in a fast-paced environment.
Comfortable handling payments, financial documentation, and accounts receivable follow-up.
Proficiency with computers, email, and office software.
Ability to communicate professionally with customers, insurance companies, and coworkers.
Dependable, proactive, and able to work independently as well as part of a team.
This position operates in a busy collision center environment and requires frequent communication with customers, insurance companies, rental providers, and internal departments. The CSR must be able to manage competing priorities while maintaining a professional and customer-focused approach.
Provide an exceptional customer experience throughout the repair and rental process.
Maintain accurate and timely documentation.
Follow company procedures for payments, receivables, rental agreements, and customer paperwork.
Communicate effectively with management and team members.
Demonstrate professionalism, accountability, and attention to detail.