Customer Service Representative

Classic Collision•Leander, TX

About The Position

The Customer Service Representative (CSR) serves as the first impression of Classic Collision’s customer experience. The role supports customers throughout the vehicle repair process, coordinates related services, helps maintain repair-center administrative and payment processes, and keeps the customer waiting area comfortable and welcoming. The CSR may also assist with customer communications and perform other duties needed to meet business needs. Classic Collision describes itself as a rapidly growing company focused on safety, quality, integrity, and care in vehicle repairs and customer service. It offers competitive pay, benefits, training, a supportive team culture, and career advancement opportunities. The job description includes physical requirements and states that reasonable accommodations may be made for individuals with disabilities.

Requirements

Must be at least 18 years of age.
Must have a valid driver's license and be eligible for coverage under the company insurance policy.
Effective written and verbal communication and interpersonal skills are required.
Organization and multitasking skills, good time management, and the ability to adapt to a fast-paced environment are required.
The role requires the ability to use hands, talk, and hear; frequently stand, sit, and walk, sometimes for long periods; and occasionally reach with hands and arms and move objects weighing up to 20 pounds.
Required vision abilities include close vision, peripheral vision, and the ability to adjust focus.
Ability to assess the accuracy, neatness, and thoroughness of assigned work.

Nice To Haves

Previous experience in customer service, sales, or another related field is preferred.

Responsibilities

Explain and educate customers at a high level about the repair process, including insurance claim information and processes.
Maintain knowledge of insurance partner requirements for authorizations, billing, and load-level processes.
Coordinate rental car and towing companies to provide one-stop service to customers.
Ensure vehicles are delivered to customers by the assigned service advisor or, if unavailable, a designated backup teammate.
Assist with customer communication throughout the repair process as needed.
Monitor DRP assignments, estimate and repair appointments, and assignment capture rates.
Follow up on current and past DRP assignments to maintain sales for the center.
Maintain DRP logbooks and Enterprise ARMS daily.
Secure proper payments.
Assist with reconciling invoices to the payables report daily and monthly, as applicable.
Keep customer comfort items fresh and available and maintain the customer waiting area.
Perform other administrative tasks and duties as required to meet business needs.
Perform other duties as assigned.