Call Center Representative II

Caliber Collision

10d

About The Position

Service Center CSCS NV Job Summary Contacts potential and current customers and solicits sales by telephone and other methods, and provides the highest standard of professionalism and courtesy to resolve customer questions and problems Essential Job Duties Will to execute one or more skills from Web Chat, Market Segmentation, Customer Cases Market Segmentation Customer Cases – escalated customer calls Web Chat – Creates online dialogue with current prospective customers Using ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads. Following up on second chance opportunities. Following established guidelines to generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system. Contact Insurance Representatives to determine coverage and liability. Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals. Must be able to listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner. Resolve first-tier and second-tier customer questions, concerns and complaints. May also handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues. Other duties as assigned

Requirements

High School diploma or GED
Minimum 2-4 years of customer service or sales experience
Must be eligible to work in the U.S. with no restrictions.
Oral communication skills
Customer/client orientation
Problem-solving skills

Nice To Haves

Caliber Collision experience preferred

Responsibilities

Contacts potential and current customers and solicits sales by telephone and other methods
Resolve customer questions and problems
Execute one or more skills from Web Chat, Market Segmentation, Customer Cases
Create online dialogue with current prospective customers
Contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads
Follow up on second chance opportunities
Generate assignments reports
Make telephone calls to customers
Provide information, answer customer questions
Maintain Insurance service level agreements
Update the company's business management computer system
Contact Insurance Representatives to determine coverage and liability
Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals
Listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner
Resolve first-tier and second-tier customer questions, concerns and complaints
Handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues
Other duties as assigned