freehire launches on Product Hunt on 26 August.

Follow →

ABRA

Discussion

Customer Service Representative

Open 33d

The Customer Service Representative (CSR) Provides World Class Customer Service Experience to all ABRA customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center

Essential Job Duties

  • Greet all customers in a timely, friendly and professional manner utilizing the 5-10 foot rule; if a team member is within 10 feet of a customer, eye contact must be made, if they are within 5 feet, a greeting is necessary
  • Answer all phone calls consistently within 3 rings, communicate all phone messages immediately to the correct recipient
  • Monitor work volume scheduled for the center and recommend load level requests when necessary; support market segmentation by assigning cars to appropriate location for quality repair
  • Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes
  • Coordinate Rental Car /Tow companies to provide one-stop service to all customers
  • Repair Orders: All files are opened with DRP compliance, including obtaining proper authorizations
  • Ensure all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammate
  • May assist in customer communication throughout the repair process
  • Monitor DRP assignments, estimate/repair appointments and capture rates of assignments
  • Follow up on all DRP assignments present and past in order to maintain sales for the center
  • Maintain DRP logbooks and Enterprise ARMS by 9am daily
  • Secure proper payments; DRP completed as required
  • Filing daily: customer records, RO jackets in alphabetical order, parts invoices, etc.
  • Assist OM/OA with reconciling invoices to payables report daily and monthly (as applicable)
  • Ensure all customer comfort items are fresh and available for customers at all times (coffee, water, popcorn, magazines, etc.) as well as maintaining the customer waiting area
  • Comply with ABRA daily receipts guidelines and procedures
  • Comply with all ABRA safety rules, guidelines and standards
  • Perform other duties as required to successfully meet the needs of the business
Show