Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Who We Are

D&S Automotive was founded in 1977 and has since grown to become a leader in Northeast Ohio collision repair and automobile restyling. The company is locally owned and headquartered in Mentor, Ohio, with a total of six locations, two in Mentor, and one each in Chardon, Elyria, Kirtland, and North Ridgeville. D&S Automotive's unrivaled customer experience and attention to detail has earned them a reputation in the community for its award-winning service, quality customer care and community involvement.

What We Value

Philanthropy: We passionately believe that it is our communities and the people that make up our communities that shape our business and make us a successful company. Our desire is to embrace philanthropy and maintain a culture of giving to better our community just like it betters us.

Family: Families care about one another. They show admiration and respect whilst also supporting in times of need. They relate to each other and use this to solve problems and achieve common goals. At D&S Automotive, we work to maintain a welcoming atmosphere where employees have opportunities to build camaraderie and elevate teamwork.

About the Position

The Customer Service Representative (CSR) is vital to the flow of information within each of our collision centers. This position is responsible for handling incoming phone calls, greeting customers, and assisting the collision center staff with billing and appointments.

This is a full-time opportunity that works during the 7:45 am - 5:30 pm time frame, Monday through Friday. We offer competitive compensation, as well as medical, vision, dental, PTO, continuing education opportunities, Paid Holidays, Paid Volunteering Program, Paid Life Insurance and 401(k) plan with match. The Customer Service Representative will report to the Collision Center Manager and pay will commensurate with the chosen candidate's experience.

Essential Job Functions

• Handle incoming phone traffic and ensure questions get answered or transferred to the appropriate person to assist them.
• Schedule, confirm, and follow up on customer estimate, drop off, and pick up appointments
• Greet customers that enter the facility and get their information
• Regularly update customers on the status of their vehicles during the repair process
• Monitor incoming Podium messages and reply or ensure that the appropriate person is assigned
• Assist in preparing final billing
• Supplemental Reviewing
• Manage rental car reservations
• Manage repair schedule and distribute work load
• Communicate with insurance companies and fleet customers regarding payments, additional information or photos requested, etc.
• Prepare folders for delivery of vehicles back to customers
• Assist in final delivery of vehicles back to customers; walk them through the repairs and paperwork
• Maintain safe and clean lobby area, including stocking pens and marketing materials
• Order office supplies as needed
• Other duties as assigned by supervisor(s)

Minimum Requirements

• High school diploma or equivalent
• 3+ years of experience with over the phone customer service experience
• Valid driver's license and ability to pass a background/credit check
• Proficient computer skills, including Microsoft Office Suite
• Prior Automotive Service or Auto Body experience is preferred
• Prior experience working in CCC One preferred

Characteristics Sought

• Exceptional organizational skills and attention to detail
• Friendly and outgoing personality
• Effective communication skills
• Sales-minded, with excellent follow through skills
• Willingness to learn
• Ability to adapt and thrive in a fast-paced and ever-changing environment

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

D&S Automotive is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

All candidates upon Offer of Employment will be required to submit to a Background/Credit Check. For the Background Check we look for prior felonies. We run the Credit Check because in your position you may handle sensitive information including customer credit cards, cash, etc.