Customer Service Manager
About The Position
The Customer Service Manager is responsible for delivering a world-class customer experience throughout the entire repair process while supporting daily center operations. This role serves as the primary point of contact for customers, insurance partners, and internal teammates, ensuring accurate estimating, efficient scheduling, effective communication, and adherence to ABRA standards. The Customer Service Manager contributes directly to customer satisfaction, repair capture, and overall center performance while upholding Buller Automotive’s mission, values, and commitment to operational excellence.
Requirements
- Must be at least 18 years of age.
- High school diploma or GED required.
- Valid driver’s license and eligibility under company insurance policy (not an excluded driver).
- Strong written and verbal communication skills.
- Demonstrated sales orientation with the ability to convert estimates into repair orders.
- Strong organizational, multitasking, and time management skills with the ability to adapt in a fast-paced environment.
- Professional demeanor with a strong commitment to delivering world-class customer service.
Nice To Haves
- Working knowledge of collision repair processes and estimating systems preferred.
Responsibilities
- Properly greet customers in person or on the phone, determine their needs, and respond with guidance and assistance.
- Manage vehicle drop-offs and deliveries, ensuring seamless and professional customer experience.
- Communicate proactively with customers throughout the repair process, providing updates and managing expectations.
- Arrange customer transportation as needed.
- Demonstrate behaviors consistent with the Company’s Vision, Mission, and Values in all interactions.
- Handle walk-in customer pay estimates, adjusted claim estimates, and preliminary DRP and/or drive-in estimates as assigned.
- Prepare accurate repair estimates, capture repairs, source parts, and schedule work as needed.
- Follow up on non-captured repairs to maximize conversion and center revenue.
- Demonstrate competence in Customer Service, Client Management, Repair Management, and Levels 1–3 Collision Damage Estimating.
- Ensure all estimates and repairs comply with Company, DRP, and insurer guidelines.
- Effectively communicate with customers, clients, teammates, and vendors to ensure correct and efficient repairs.
- Map/mark and photograph vehicles according to company standards.
- Prepare and process required paperwork accurately and timely.
- Utilize all computer systems related to Customer Service, Client Management, Repair Management, and Collision Damage Estimating.
- Support daily center administrative functions as assigned.
- Ensure adherence to ABRA policies, procedures, and standard operating guidelines.
- Maintain accurate documentation and organized workflow processes.
- Comply with all safety requirements, including proper use of PPE when necessary.
- Uphold professionalism in all interactions with customers, teammates, clients, and vendors.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
