The Customer Service Representative (CSR) is responsible for providing superior customer service to ABRA customers throughout the repair process. The position supports ABRA’s sales and customer communication processes, and helps to manage the center’s volume of work-in-process (WIP). CSRs are also expected to manage customer payments and maintain accounts receivable collection balances in line with ABRA’s standards. The position also provides general administrative support to the General Manager and Customer Service Manager positions.
Sales: Consistently follows ABRA’s sales process by gathering customer information and providing basic information about ABRA’s services. Accepts feedback and coaching on continuously improving sales skills, and gives feedback to other team members.
WIP Management : Monitors work volume scheduled for center and when schedule is full, submits load level requests to ABRA’s centralized call center in alignment with the appropriate DRP guidelines.
DRP Compliance : Maintains a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes.
Team Engagement & Problem Solving: Is an active and prepared participant in morning board meetings and admin meetings. Follows up on all assigned action items, including sublet appointments. Assists in problem-solving if customer cannot pick up vehicle when completed.
Customer Satisfaction: Assists in carrying out ABRA’s process on customer communication throughout the repair process. Ensures that all customers understand the CSI “10” survey process.
Organized & Safe Workplace: Maintains his/her workspace in an organized manner, as well as monitoring the reception area/rest rooms to ensure they remain neat and clean. Adheres to ABRA dress code and wears appropriate safety equipment.
A minimum of two years of related customer service experience, preferably in a retail setting.
Demonstrated computer/software proficiency.
Excellent sales abilities and overall communication skills. Able to relate well to a diverse customer base.
Demonstrated detail orientation, prefer experience in managing accounts receivable
Ability to effectively manage multiple tasks simultaneously and independently in a fast-paced work environment.
Predictable and reliable attendance required.
Must maintain a valid state driver’s license in order to drive any customer or company vehicle.
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