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District Senior Customer Experience Representative/Customer Service - Detroit

Company: Service King Collision Repair Centers
Location: Troy
Posted on: March 28, 2020

Job Description:

Position Title: District Senior Customer Experience Representative

Department: Operations

Reports To: Director of Operations

Position Summary:

The District Senior Customer Experience Representative plays an important role in ensuring each location in a designated district is operating efficiently in order to provide best in class customer service and a timely repair. Teammates in this role will be required to travel to locations within a designated district in order to provide additional assistance and support.

This position requires a high level of customer service paired with a robust knowledge of the repair process, DRP guidelines, and a basic understanding of estimatics software. District Senior Customer Experience Representatives will need to be able to quickly adapt to new information and environments to successfully perform in this role.

Responsibilities: * Provide support to district locations: Travel from one location to another as needs arise in order provide additional support to locations; Pick up varied tasks and responsibilities as needed * 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 the 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 * Receive and check in parts: Receive and match delivered parts to repair orders and ensure all parts are placed and accounted for on the parts cart * Coordinate parts invoicing: Ensure parts invoices are posted in Service King's estimating platform -- make corrections as necessary * Perform administrative tasks: Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls, prepare and complete daily deposits



  • Provide estimatics support: Assist Repair Planner with Total Loss/Rapid Repair estimates, 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: * Adaptability -- Ability to be flexible in handling change; Ability to juggle multiple demands while adjusting to new situations * 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 * Working Independently -- Ability to perform tasks, take action and complete projects with little assistance or help of others

    Skills and Experience: * Ability to lead and work collaboratively with others to meet shared objectives * 2-3 years of prior experience working in a fast-paced, customer-service environment * Proficient with Computers, as well as, Estimating software * Knowledge of Collision Industry



    • Valid driver's license required


      Preferred Qualifications: * Bilingual (Spanish) * Previous experience working in CCC ONE Total Repair Platform * Working knowledge of insurance procedures and requirements

      Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Service King Collision Repair Centers, Troy , District Senior Customer Experience Representative/Customer Service - Detroit, Hospitality & Tourism , Troy, Michigan

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