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Customer Experience Representative

Company: Service King Collision Repair
Location: Ontario
Posted on: February 16, 2020

Job Description:

Position Summary:

The Customer Experience Representative is responsible for ensuring best-in-class customer service is delivered to all customers throughout the repair process.

This position requires a high level of customer service, communication skills, and a positive attitude. The Customer Experience Representative must possess a moderate level of technical knowledge about the auto-collision repair process.Responsibilities:



  • Review with customers and walk through high-level repair process and next steps: Greet customers by phone or in-person; educate customers about the collision repair process (high level overview), including insurance claims information, processing and payment procedures
  • Complete all facets of vehicle intake process: Walk the vehicle with the customer; map damage areas with markers; take/upload photos and customer info to Service King's Centralized Estimating team; pre scan vehicles; prepare vehicle tags and packet for Repair Planner
  • Establish communication expectations with customer: Provide repair status updates to customer via call or text based on an established communication cadence with the customer
  • Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process
  • Conduct final quality control check: Perform the final quality control check prior to customer pick up to ensure the quality of the repair will meet or exceed customer expectations and Service King's standards
  • Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
  • Provide additional support to Repair Planner (as needed): Complete parts invoices and provide additional support for Repair Planner role as needed


    -- Additional responsibilities as assignedCompetencies:

    Core Competencies:


    • Teamwork -- Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting
    • Accountability -- Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for
    • Results Driven -- Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted
    • Sound Judgment -- Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely
    • Customer Focus -- Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and

      Specialized Competencies:


      • Interpersonal Skills -- Ability to create positive interactions with customers
      • Multi-Tasking -- Ability to work on and successfully complete many different task or projects at the same time
      • Problem-Solving -- Ability to determine solutions to customer problems quickly and effectively
      • Stress Management -- Ability to perform under pressure and in adversity
      • Excellent Written and Verbal Communication -- Ability to provide clear, concise information in writing, via phone or in-person




        JSGYM

Keywords: Service King Collision Repair, Los Angeles , Customer Experience Representative, Other , Ontario, California

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