Job description
A customer service representative, who is the Office Manager for the front office of an auto repair facility is responsible for providing excellent customer service to all clients. They will be the first point of contact for customers who come into the facility, and will be responsible for handling customer complaints, scheduling appointments, and providing information about the services offered by the facility. The representative should have a friendly and professional attitude, and should be able to communicate effectively with customers.
Essential Duties
Essential Duties
The essential duties of this position are:
- Supervise the front office team, including the customer service representatives.
- Ensure that all customer service representatives are providing high-quality service and all customer complaints are handled promptly and professionally.
- Manage the schedule for appointments, ensuring that all customers are seen in a timely manner and that the facility is fully utilized within the margin of WIP(Work hours In Progress).
- Data entry on CCC One.
- Answer incoming phone calls and retrieve and distribute voice mail messages.
- Provide customer communication throughout the repair process using phone, email, and text.
- Follow-up with all potential customers to schedule repairs after they have received an initial estimate and document that attempt. IF the customer is not sure during the time of follow up cancel opportunity as it will be archived and can be reopened if the customer changes their mind.
- Work with the parts department staff to verify parts status (ordered, delivered, matched to insurance estimates).
- Follow up with insurance companies on.
- Post all customer/insurance payments in CCC One to keep track of Repair Order payment status.
- Maintain office filing system.
- Keep work area clean and organized.
- Follow and comply with all standard operating procedures.
- Assist in developing or refining standard operating procedures as required.
- Collaborate with other departments, such as marketing and sales, to ensure that the front office is promoting the full range of services offered by the facility, including auto detailing, ceramic pro, PPF (paint protection film) and mechanical services (tires and lift kits).
- Follow and comply with all required health and safety requirements.
- Maintains acceptable appearance.
- Complies with and follows all scheduled work hours and attendance policies.
- Complies with the business code of conduct and other policies.
Knowledge and Skills
The following knowledge and skills are required for this position:
- Proven experience as a Customer Service Manager, or a similar role in the automotive industry.
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to handle and resolve customer complaints.
- Strong organizational and time management skills.
- Understanding of automotive repair services and terminology.
- Proficient in Microsoft Office, Google Suite and other relevant computer programs.
- Strong problem-solving and analytical skills.
- Ability to multitask and work well under pressure.
- Ability to work in a team environment.
- A high school diploma is required, a bachelor's degree is preferred.
- Minimum of two years of customer service experience.
- Skilled in communicating with customers, vendors, suppliers, and insurers.
- Demonstrated computer/software proficiency.
- Ability to relate well to a diverse customer base.
- Demonstrated organization and detail skills.
- Ability to effectively manage multiple tasks simultaneously and independently in a fast-paced work environment.
Training and Certifications
The following are suggested education and training requirements for this position:
- Valid driver’s license
Work Experience
- Two to five years prior work experience preferred
Supervisory Responsibilities
Working Conditions
The working conditions for this position include:
- Work both inside and outside in heat/cold, wet/humid, and dry/arid conditions.
- Exposure to temperature changes, noise, fumes and mechanical, chemical, or electrical hazards.
- Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
- May occasionally walk on slippery or uneven surfaces.
- Noise level in the work environment is frequently loud.
- May be requested to work overtime and weekends.
Physical Demands
This position has the following physical demands:
- Ability to view computer monitor.
- Oral communication.
- Ability to continuously stand or walk for extended periods of time.
- Ability to climb, bend, stoop, and squat frequently.
- Ability to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear; and taste or smell.
- Must have good body mechanics and manual dexterity.
- The employee must frequently lift and/or move up to 75 pounds or more.
- Specific vision abilities required by this job include close vision, distance vision, color vision,
The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
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