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Customer Experience Representative - Lehigh

Company: Service King Collision Repair
Location: Lehigh Acres
Posted on: February 7, 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 assigned -- -- -- -- -- -- Competencies: -- 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, Lehigh Acres , Customer Experience Representative - Lehigh, Other , Lehigh Acres, Florida

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