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. • Answer and directs all phone traffic in a polite, courteous and cheerful 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

WORK ENVIRONMENT

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