Customer Service Rep

Kenwood Autobody•Bethesda, MD

8d•Onsite

About The Position

The Customer Service Representative (CSR) serves as the first point of contact for customers and plays a key role in delivering an exceptional repair experience. They manage working relationships with customers and insurance companies and support the entire repair process—from initial scheduling to final vehicle delivery—by maintaining strong communication between customers, service advisors, and insurance partners. This role is critical in upholding the company’s commitment to professionalism and customer satisfaction.

Requirements

High school diploma or general education degree (GED)
1 year experience in a similar role required
Proficiency with computers and knowledge of general office equipment required
Ability to read and interpret documents.
Ability to effectively communicate verbally over the phone and in person before groups of customers or employees of the organization.
Strong written communication skills required.

Nice To Haves

1 year experience in collision repair or similar work environment preferred
Combination of education and relevant experience will be considered.

Responsibilities

Schedule appointments for vehicle repair.
Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation to disassemble vehicles for repairs.
Greet customers promptly and professionally, collecting necessary vehicle and contact information.
Introduce customers to the Service Advisor and ensure a smooth handoff.
Serve as the collision center’s primary point of contact, managing calls, messages, and in-person interactions.
Document customer interactions, service requests, and repair orders thoroughly.
Maintain a clean and organized lobby, front desk, and customer areas.
Process and apply customer payments accurately; manage accounts receivable to prevent overdue balances.
Address customer concerns promptly and professionally to ensure satisfaction.
Perform additional administrative or customer service tasks as assigned.