Customer Service Representative (CSR) Position Summary The Customer Service Representative is the primary point of contact for customers throughout the collision repair process. This position is responsible for providing an exceptional customer experience from the initial phone call and vehicle drop-off through repair updates and final delivery. The CSR works closely with the Body Shop Manager, Estimators, Parts Coordinator, Technicians, insurance companies, and rental providers to ensure customers receive timely, accurate, and professional communication throughout their repair. Key ResponsibilitiesCustomer Service & Communication Greet customers professionally in person and over the phone. Answer incoming calls and direct them appropriately. Provide a welcoming and professional front-office experience. Explain the general collision repair process and set appropriate expectations. Keep customers informed regarding repair status, anticipated completion dates, and changes to the repair timeline. Respond promptly to customer questions, concerns, texts, emails, and phone calls. Document customer communications in the shop management system. Help resolve customer concerns and escalate issues to the appropriate manager when necessary. Follow up with customers after vehicle delivery to ensure satisfaction. Repair Scheduling & Customer Intake Schedule estimates, repair appointments, vehicle drop-offs, and deliveries. Gather customer, vehicle, insurance, and claim information. Verify that required information is complete before the vehicle enters the repair process. Coordinate customer arrival and vehicle drop-off with the production schedule. Assist with rental vehicle arrangements and communication with rental providers. Maintain an organized appointment and delivery schedule. Repair Status Updates Work with estimators and production staff to obtain accurate repair status information. Proactively contact customers at established intervals throughout the repair. Communicate delays, parts issues, supplements, and revised completion dates professionally. Ensure customers are not required to repeatedly call the shop for repair updates. Record all customer contacts and important conversations. Vehicle Delivery Coordinate completed vehicle deliveries with estimators and production staff. Confirm that required paperwork and customer payment information are ready before delivery. Contact customers when vehicles are ready for pickup. Assist with final paperwork, deductibles, customer-pay balances, and payment processing. Help ensure the customer's final interaction with the shop is professional and positive. Administrative Responsibilities Maintain accurate customer and repair-order information. Scan, upload, organize, and maintain repair documentation. Assist with insurance and customer paperwork as needed. Process incoming and outgoing correspondence. Maintain an organized reception and customer waiting area. Assist management and estimators with administrative duties as needed. Follow ABRA procedures and company standards for documentation and customer service. Performance Expectations Success in this position will be measured by: Customer satisfaction and CSI scores Timeliness and consistency of customer updates Accuracy of customer and repair information Appointment and delivery coordination Phone responsiveness Proper documentation of customer communications Customer review and referral performance Ability to prevent communication-related customer complaints Professionalism and teamwork Qualifications Strong customer-service and interpersonal skills Excellent verbal and written communication Professional and positive demeanor Strong organizational and multitasking abilities Comfortable working in a fast-paced environment Ability to handle upset or frustrated customers professionally Strong attention to detail Basic computer and data-entry skills Ability to learn collision repair management software Automotive, dealership, insurance, or collision-repair experience preferred but not required Experience with CCC ONE or similar collision-repair management systems is a plus. Ideal Candidate The ideal CSR is organized, personable, proactive, and an excellent communicator. They understand that customers involved in an accident may already be dealing with a stressful situation and make the repair process as simple and predictable as possible. This person takes ownership of customer communication rather than waiting for customers to call the shop. They are comfortable coordinating several repairs and customer needs simultaneously while maintaining a professional and friendly attitude.

Position Relationships Reports To:

Body Shop Manager Works Closely With:

Body Shop Manager, Estimators, Parts Coordinator, Body Technicians, Paint Department, Insurance Companies, and Rental Car Providers Primary Goal Make every customer feel informed, respected, and confident that their vehicle and repair are being handled properly from the first phone call through final delivery.

Pay:

$36,000.00 - $54,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person