CSN Collision
collision
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Service Representative at CSN Collision. Skills: Customer Service experience, Working Knowledge of the ARMS, Mitchell, QAPTER, BodyShopConnect, and ProgiSync, Proficiency with Microsoft Office applications, Excellent math skills, Excellent interpersonal communication, problem solving and decision-making skills. Process customers in person, on the phone and electronically in a professional manner. Keep customers updated throughout the process, work with team members to get status updates”
What You'll Achieve.
ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner; ascertain the customer’s needs and determine how best to meet them and provide them with viable options and cost-effective solutions; keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop; Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers
Industry & Context.
problem solving; decision-making skills
Must abide by our safety program, including the use of personal protective equipment as appropriate, Fumes, Dirt, Chemicals/Toxins, Hazards, Heat/Cold, Noise, May be required to bend, crouch, and reach
What They're Looking For.
Must Have
3 to 5 years’ Customer Service experience, Proficiency with Microsoft Office applications, Excellent math skills, Excellent interpersonal communication, problem solving and decision-making skills, Friendly, organized, confident, positive, motivated team player, Pays close attention to detail, accuracy and completeness skills, Capable of multi-tasking while providing the best customer service, Professional appearance & friendly disposition, Proficiency in English, Ability to work efficiently in a high-pressure environment
Nice to Have
preferably within the collision industry
What You'll Do.
Process customers in person
on the phone and electronically in a professional manner
Keep customers updated throughout the process
work with team members to get status updates to communicate to the customer
Answer all inquiries and explain all insurance related processes and needs to customers
Outline the customer touchpoints and follow through
Ensures primary method for communication is acquired
Estimating Systems for requests and monitor for assignments
make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment
Import assignments into management system
Schedule and book insurance or private repair appointments
Explain to customers rental eligibility and book them as required
Verify Deductibles and communicate to customer
Prepare all necessary paperwork for claims (drop packages and pickup packages)
Check-in all customer vehicles
Receive payments from customers and third-party payors
Create files/invoices for repairs
Update insurance companies on repair dates and repairs
Update ARMS and ProgiSync on a daily basis
Check on supplements and inform customers
Assist with coordinating Sublet bookings
Management system organization and updating Dates and Notes
track calls per claim
Multi-tasking between systems
Other duties as post invoices
scan to management system
How You'll Work.
Team & Collaboration
work with team members to get status updates to communicate to the customer; Work with co-workers in a professional and kind manner
Communication Scope
Excellent interpersonal communication; Excellent communication
Full Job Description
**CUSTOMER SERVICE REPRESENTATIVE** The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR’s goal is to ascertain the customer’s needs and determine how best to meet them and provide them with viable options and cost-effective solutions. The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers. **PRIMARY OBJECTIVE OF THE ROLE** * Process customers in person, on the phone and electronically in a professional manner. * Keep customers updated throughout the process, work with team members to get status updates to communicate to the customer. * Answer all inquiries and explain all insurance related processes and needs to customers. * Outline the customer touchpoints and follow through. * Ensures primary method for communication is acquired, and followed (phone, email, text). * Monitor Emails, Estimating Systems for requests and monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc. * Import assignments into management system. * Schedule and book insurance or private repair appointments. * Explain to customers rental eligibility and book them as required. * Verify Deductibles and communicate to customer. * Prepare all necessary paperwork for claims (drop packages and pickup packages). * Check-in all customer vehicles. * Receive payments from customers and third-party payors. * Create files/invoices for repairs, towing bills, rental bills. * Update insurance companies on repair dates and repairs. * Update ARMS and ProgiSync on a daily basis. * Check o
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