Collision Customer Service Representative

Job Description

Job Description

Job Overview
Join our dynamic team as an Automotive Customer Service Representative, where your enthusiasm and communication skills will drive exceptional client experiences. In this role, you will serve as the primary point of contact for customers seeking assistance with their automotive needs, providing friendly support, accurate information, and efficient service. Your energetic approach will help foster customer loyalty and ensure each interaction leaves a positive impression.

Responsibilities

• Answers telephone calls, questions, e-mails and responds to messages from internal and external customers in a timely and professional manner.
• Keeps Manager and Estimators informed daily of important developments, potential problems and related information necessary for effective management.
• Conducts all communication, whether written or verbal to internal and external customers in a professional manner.
• Retrieves information from files or company approved management and estimating system when needed or requested.
• Drafts written responses or replies by phone or e-mail when necessary. Responds to regularly occurring requests for information.
• Coordinates with Estimators, Lot Technicians, Production Manager and transportation personnel for pick up and deliveries of vehicles.
• Assists switchboard operator with phone coverage of incoming calls.
• Scans supportive documentation into company approved management system.
• Acts as a liaison with other departments and outside agencies, including high level staff. Handles confidential and non-routine information.
• Works both independently and within a team to support the department.
• Creates file jacket, completes photographs, assigns RO number to vehicle, tags vehicle and enters information into company approved management and estimating system.
• Assesses current workload and assigns Collision Estimator to damaged vehicles or parts based on current and pending volume.
• Greets and assists customers at the counter for estimates, payments, and drop off and pick up of customer vehicles.
• Prepare invoices when requested for removal of total loss vehicles.
• Assists body technicians with copies of estimates or photos as needed for repairs.
• Assists Estimators with coordination of appointments with insurance company personnel.
• Contact customers to schedule their vehicle for repairs.
• Types and designs general correspondences, memos, charts, tables, graphs, etc. Proofreads copy for spelling, grammar and layout, making appropriate changes.
• Use effective interpersonal skills to maintain positive working relationships with both internal and external customers.
• Be a positive role model for all team members providing support and enthusiasm – creating a professional, positive work environment.
• Coordinates and works on special projects as needed.
• Adheres to all Company’s procedures as outlined in the Employee Handbook.
• Assists the department in meeting departmental goals
• Perform all other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma.
• Operate a wide variety of cars, light trucks, and vans, with ability to drive both manual and automatic transmissions
• A team player who is focused on providing exemplary customer service.
• Ability to multi-task in a fast-paced work environment with accuracy and promptness.
• Professional appearance adheres to Company Uniform Policy and demonstrates a strong work ethic.
• Ability to communicate effectively, both orally and in writing with both internal and external customers.
• Updating and using relevant knowledge by keeping up to date technically and applying new knowledge to job.
• Able to examine products, equipment, and work performed for defects, problems or errors.
• Ability to plan, organize and execute repairs to meet performance deadlines.
• Able to keep work area organized, clean and clear of hazards.
• Able to read and understand technical diagrams, estimates, and manufacturer specifications.
• Be at least eighteen years of age.
• Possess a valid driver's license.
• Pass a motor vehicle report and possess an acceptable safe driving record.
• Pass a criminal background check and drug screen.

Welcome to Rob’s of Bristol, PA — originally started as a towing service, but it has grown into a trusted name in automotive care, collision repair, heavy-duty repair, and hauling for over 45 years. Family owned and operated, with more than 300 employees. Rob’s owes its loyal customers and community support for its long-standing success. Built on honesty, experience, and a commitment to quality, we take pride in offering dependable service at a fair price, ensuring each job is done right and on time. At Rob’s, we’re driven by quality, backed by trust, and motivated by the relationships we’ve built along the way.

Company Description

Welcome to Rob’s of Bristol, PA — originally started as a towing service, but it has grown into a trusted name in automotive care, collision repair, heavy-duty repair, and hauling for over 45 years. Family owned and operated, with more than 300 employees. Rob’s owes its loyal customers and community support for its long-standing success. Built on honesty, experience, and a commitment to quality, we take pride in offering dependable service at a fair price, ensuring each job is done right and on time. At Rob’s, we’re driven by quality, backed by trust, and motivated by the relationships we’ve built along the way.