Reports To
Office Manager
Department
Front Office
Job Summary & Qualities
The CSR is the first impression that customers and other visitors have when they walk into or call CARSTAR. This person is responsible for creating a front office atmosphere that fosters a high level of service. The CSR is the main point of contact for customers and potential customers; and assists the Office Manager.
The CSR should possess a cheerful character and a helpful, polite and courteous attitude towards customers. The CSR must be well-groomed and dress appropriately, have keyboarding skills, a good work attitude and foster a positive team spirit both within the department as well as between the other departments in support with the overall philosophy of the company and fellow employees.
Accountability And Responsibility Of Position
Reception And Customer Service
- Responsible for the initial contact with prospects and customers during the normal working day.
- Greet people visiting this CARSTAR store in order to determine needs
- Handle all phone traffic, per guidelines of the CARSTAR store, in a polite, courteous and cheerful
manner.
Scheduling Customer Dates
- Book appointments for estimates
- Update and maintain scheduler with Office Manager
- Schedule and record appraisal, reception and delivery appointments
- Update target delivery sheets
Cashier Duties
- Collect and record payment for complete jobs.
- File all paperwork accurately
- Disburse nationwide warranty/CSI information to customers
- Disburse, record and/or display customer reply cards upon receipt from CARSTAR corporate
headquarters.
- Handle customer inquiries regarding their vehicle repair
- Refer customer complaints concerning completed repairs to appropriate staff member
- Perform customer follow-up 7 to 10 days after customer has picked up their vehicle.
Experience/Skills Required
Experience providing customer service in a service or retail environment
Functional/Technical knowledge
- Microsoft Office Software (Word, Excel, Outlook) – BEGINNER
- Experience with Collision Repair Estimating and/or Management systems a plus
Skills & Abilities
- Work independently without close supervision
- Flexible/adaptable to constant change
- Strong tact and diplomacy; ability to interact with all levels of personnel
- Highly organized; ability to handle multiple concurrent assignments
- Ability to prioritize, organize and plan work under own initiative
- Strong communication skills (reading, writing, speaking, listening)
- Quality driven individual with Customer Service Perspective
- Motivated, follows instructions
- Ability to work independently with minimum supervision
- Works well under pressure
Physical Requirements
- Keyboarding/Finger dexterity
- General Physical Skills (sitting for long periods, lifting ~ 10 pounds)
- Repetitive motion
- Ability to use telephone
- All duties/responsibilities/experience are subject to change
- *This site contains postings for jobs at independently owned and operated franchises. Only the franchisee that you apply to work for is responsible for employment matters at the locations, including hiring, firing, discipline, supervisions, staffing, and scheduling employees. carstar canada spv lp has no control over employment matters at the location. carstar canada spv lp will not receive a copy of your employment application and it will have no involvement in any employment decisions, including whether you receive an interview for the job or whether you are hired.
