Customer Experience Representative /Office Administrator/Receptionist
Company: Service King
Location: Rancho Cordova
Posted on: June 18, 2022
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Job Description:
Position Title: Customer Experience Representative
Department: Operations
Reports To: General Manager
Our Company:
For over 45 Years, Service King has been a collision repair
operator of choice, with 350 locations in 24 states with a mission
to provide a secure, fulfilling workplace that motivates our
teammates to deliver safe, superior repairs with excellent customer
service.
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 File
Management 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 teammates.
* Accountability - Holds self and others accountable to meet and
exceed commitments; Focuses on quality results, monitors progress,
learns from mistakes, and strives for improvement.
* 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
goals.
* 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
resolution.
* 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 needs.
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
Position Requirements
Basic/Required:
* Legally authorized to work in the United States
* 6 months or greater of prior experience working in a fast-paced,
customer-service environment
* Proficient with Computers, as well as, other software
Preferred:
* Bilingual (Spanish)
* Knowledge of Collision Industry including high-level knowledge of
insurance procedures and requirements
* Ability to work collaboratively with others to meet shared
objectives
Service King provides equal employment and affirmative action
opportunities to applicants and employees without regard to race,
color, religion, sex, sexual orientation, gender identity, national
origin, protected veteran status, or disability.
Keywords: Service King, Rancho Cordova , Customer Experience Representative /Office Administrator/Receptionist, Other , Rancho Cordova, California
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