Customer Service Representative

Boyd Group Services•Parkville, MD

22h•Onsite

About The Position

At the Boyd Group, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward. The Customer Service Representative (CSR) is responsible for providing an exceptional customer experience. They manage working relationships with customers and insurance companies while providing all components of administrative support for the Repair Facility Team. Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. At The Boyd Group, we put our team members first. You’ll receive a great salary and benefits, and experience the support and opportunity you deserve. You’re empowered to make decisions. You control your future.

Requirements

High School Diploma or GED (General Education Diploma)
Minimum: 1 year experience in a similar role such as administration assistant.
Ability to function well in a fast past environment, demonstrating multitasking ability while under pressure.
Strong attention to detail with a high degree of accuracy.
Knowledge of general office equipment and basic computer skills as well as good oral and written communication skills with strong sales drive and exceptional customer service.
Valid driver’s license.

Nice To Haves

1 year in an auto body or similar work environment including previous customer service experience.

Responsibilities

Ensure consistent execution of WOW (Wow Operating Way) plan.
Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting.
Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to dissemble vehicles for repairs.
Prepares RO (repair order) work packet consisting of QC (quality control) check list, work order, parts list and windshield tag used to record the proper indicators -R (rental)-NR (no rental)-G (Gerber pay).
Records all communication with customers or insurance partners during the repair process using CCC One notes and selecting the appropriate communication type.
Confirms car rental information and updates CCC One with rental car usage information.
Manage ARMS (automated rental management system) throughout the day to ensure all vehicles appearing in the ARMS system are also noted in CCC One.

Benefits

Annual Paid Time Off (PTO) plans
2 weeks of Paid Parental Leave for Full time Employees who work a minimum of 30 hours per week
6 paid holidays annually
Medical, Prescription Drug, Dental & Vision Insurance effective Day 1
401(k) Retirement Plan with company match
Employer Paid Short-Term Disability & Life Insurance
Additional Voluntary Life Insurance
Continuing Education Opportunities
Free Prescription or Non-Prescription Safety Glasses annually
Annual Voluntary Uniform Stipend
Voluntary Daily Pay option available