About the job
Join Our Team as a Customer Service Representative!
At CSN Collision, we pride ourselves on delivering exceptional customer experiences. As a Customer Service Representative (CSR), you will be the welcoming face of our team, assisting customers with their repair needs in a friendly and professional manner. Your primary objective will be to understand each customer's unique requirements, offering them viable and cost-effective solutions. You will play a crucial role in keeping both the customer and insurance company informed throughout the repair process, ensuring a seamless experience from start to finish.
Key Responsibilities:
- Engage with customers in-person, over the phone, and electronically with utmost professionalism.
- Maintain communication with customers, providing status updates on their repairs and collaborating with team members to relay important information.
- Address customer inquiries and explain insurance processes clearly and effectively.
- Outline customer touchpoints and ensure follow-through on all commitments.
- Gather and document preferred communication methods (phone, email, text) for each customer.
- Monitor emails and estimating systems for requests, ensuring timely follow-ups within 24 hours to schedule appointments and confirm vehicle status.
- Manage appointments for both insurance and private repairs, and explain rental eligibility to customers.
- Verify deductibles and communicate relevant information to customers.
- Prepare necessary paperwork for claims and manage vehicle check-ins.
- Receive payments from customers and third-party payors, and create files/invoices for repairs.
- Update insurance companies on repair progress and maintain daily updates in ARMS and ProgiSync.
- Assist with coordinating sublet bookings and collaborate with co-workers in a supportive manner.
- Organize management systems, including updating dates and notes, and tracking calls per claim.
- Perform additional duties as required, adhering to our safety program, including appropriate personal protective equipment usage.
