Customer service representative

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.



• 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.

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

Exposure to :

• Paint, fumes and particles


• Dirt / Dust


• Chemicals / Toxins


• Varying heat / cold


• Intermittent noise


• All duties, responsibilities and experience are subject to change by location



Last updated : 2022-09-23