Customer Care Specialist

Customer Care Specialist As a Customer Care Specialist, you will be the first point of contact for customers and play a crucial role in delivering outstanding service throughout their vehicle repair journey. This position requires empathetic listening skills and the ability to answer basic inquiries related to the repair process, ensuring customers feel secure and valued. Job Responsibilities: Professionally greet customers promptly, providing a warm reception and offering comfort items to enhance their experience. Answer incoming calls professionally and respond to all voicemails on the same day, ensuring customers' inquiries are addressed effectively. Inform customers about the repair process, insurance claims, payment procedures, repair techniques, and estimated delivery dates. Communicate customer expectations, complaints, and specific requirements to the Estimator and Center Leader. Capture business by establishing trust and confidence in our capabilities, understanding our certifications and insurance partnerships. Follow up on missed opportunities, ensuring no potential business is overlooked. Efficiently schedule appointments for the Estimator, keeping calendars accurate and up-to-date. Oversee the initial insurance assignment process along with customer contact and appointment verifications. Prepare for scheduled repairs, arranging details like rental cars and parts reviews in advance. Ensure all relevant documents are scanned into the CCC one file, including estimates and final bills. Verify that customer information is complete and accurate for seamless communication. Conduct a final review of the file and vehicle to ensure they meet quality standards before customer delivery. Perform daily audits of parts invoices to maintain accuracy. Complete banking transactions and deposits accurately within set deadlines. Open and distribute mail efficiently, including invoices and statements. Maintain a clean and orderly lobby, stocking customer comfort areas and displaying marketing materials. Monitor office supplies, ordering replacements with Center Leader approval. Ensure all regulatory documents and permits are current and properly filed. Stock safety items such as first aid kits and safety glasses in the lobbies. Key Performance Metrics: Achieve a Customer Service Index Score of 95%, focusing on keeping customers informed and maximizing the Net Promoter Score. Educate customers on the importance of surveys, aiming for a monthly participation goal of 30%. Close sales effectively with a target of a 75% conversion rate for repair scheduling. Skills/Qualifications: Complete Collision University Training within the first 6 months of employment. Basic computer skills are essential for navigating company systems and communicating with clients. Ability to multi-task in a fast-paced environment while maintaining a flexible attitude. Read, understand, and execute written instructions accurately while working independently or collaboratively. Behavioral Excellence Required: Perform all duties in accordance with the Company Standard Operating Procedures. Adhere to the company's non-disclosure and confidentiality policies regarding customer information.

Created: 2026-03-11