Body Shop Assistant / Collision Center Concierge - Bear Collision

HERTRICH Family of Automobile Dealerships•Fairwinds, DE

1d•Onsite

About The Position

The Hertrich Family of Dealerships is seeking an organized, compassionate Collision Center Concierge / Body Shop Assistant to provide personalized support to customers navigating a total-loss vehicle experience. This unique role serves as the customer's consistent point of contact, helping organize next steps, coordinate communication, and provide support from the total-loss determination through the replacement-vehicle process or other resolution. This is not a traditional sales or appointment-setting position. Your focus is customer advocacy, coordination, communication, and follow-through.

Requirements

Exceptional phone, written, and customer-service skills
Empathy, professionalism, and sound judgment
Highly organized with persistent follow-through
Comfortable coordinating multiple customers and locations
Strong computer/CRM skills and willingness to learn

Nice To Haves

Collision, BDC, customer relations, or business development experience is a plus
Direct experience in this exact role is not required

Responsibilities

Provide empathetic guidance following a total-loss determination
Help customers understand general insurance-related next steps using approved guidance
Coordinate with collision staff, adjusters, lenders, and other appropriate contacts
Track documents, questions, rental deadlines, and next actions
Understand customer transportation needs and replacement timing
Introduce interested customers to the appropriate Hertrich dealership professional
Ensure handoffs are completed and commitments are followed
Maintain accurate customer records, permissions, case status, and outcomes
Follow up through vehicle delivery or another documented resolution