Call Center Representative II

Caliber Collision•Lewisville, TX

About The Position

Service Center CSCS TX 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 Skill/Requirements High School diploma or GED Minimum 2-4 years of customer service or sales experience Caliber Collision experience preferred Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions. About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact [email protected].

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
Provides the highest standard of professionalism and courtesy to resolve customer questions and problems
Executes one or more skills from Web Chat, Market Segmentation, Customer Cases
Creates online dialogue with current prospective customers
Uses 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
Follows up on second chance opportunities
Follows 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
Contacts Insurance Representatives to determine coverage and liability
Conducts ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals
Listens, identifies and qualifies customer service and sales opportunities to service our customers' needs in a prompt and professional manner
Resolves first-tier and second-tier customer questions, concerns and complaints
Handles 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