Customer Service Representative (Body/Paint)

Housby Mack, Inc.•Des Moines, IA

10d•Onsite

About The Position

The Customer Service Representative is responsible for communicating between customers and the Housby team, ensuring a smooth process from initial contact to completion for all body and paint repairs. Responsible for managing calls and emails, providing repair updates, scheduling inspections, and supporting estimate creation. At Housby, we foster a flexible, inclusive environment that values growth and success. Our competitive benefits and salary packages are complemented by a company culture dedicated to developing our employees into future leaders. We believe our greatest asset is our team, and we are committed to your professional development and recognition.

Requirements

Demonstrated experience in a customer support or service role, preferably in a related industry.
Strong computer and phone skills.
Effective oral communication over the phone and in person.
Ability to manage multiple tasks and prioritize effectively.
Familiarity with customer relationship management (CRM) software and project management tools (e.g., Monday.com)
Valid Driver's License and dependable transportation.

Nice To Haves

Familiarity with the repair or automotive/heavy duty industry can be beneficial, though not required.

Responsibilities

Respond to incoming calls and emails promptly and professionally.
Provide customers with timely repair status updates.
Schedule inspections, drop-offs, and pickups to facilitate service.
Follow up on estimates that have been sent but not yet approved.
Keep customers informed about delays, supplements, parts availability, and estimated completion times.
Gather necessary information, including photos, Vehicle Identification Numbers (VINs), unit details, mileage, claim information, and customer contact details.
Prepare estimate folders and checklists prior to estimator review.
Track the status of estimates that are waiting to be written, sent, approved, or declined.
Follow up with customers and insurance companies regarding approvals.
Monitor supplement status and assist with follow-up on approvals.
Update project management notes and WIP in Monday.com daily.
Identify jobs pending approval, parts, supplements, or customer direction.
Maintain organized lists for "waiting on estimate" and "waiting on approval" tasks.
Prepare daily follow-up lists for team members.
Match repair orders to corresponding estimates accurately.
Complete the closing of repair orders efficiently.
Confirm that parts have been quoted and ordered post-approval.
Track estimated time of arrival (ETA) updates and communicate any delays.
Assist in collecting sublet quotes, freight information, and necessary documentation.
Help clean up invoice packets before finalizing closings.
Ensure that repair files are complete and organized prior to production.
Proactively address issues to prevent technicians from waiting due to missing approvals, photos, notes, or customer direction.
Provide status updates without taking on dispatch or foreman responsibilities.