Customer Service Representative

Customer Service Representative

The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR's goal is to ascertain the customer's needs and determine how best to meet them and provide them with viable options and cost-effective solutions. The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers.

Primary Objective Of The Role:

• Process customers in person, on the phone and electronically in a professional manner.
• Keep customers updated throughout the process, work with team members to get status updates to communicate to the customer.
• Answer all inquiries and explain all insurance related processes and needs to customers.
• Outline the customer touchpoints and follow through.
• Ensures primary method for communication is acquired, and followed (phone, email, text).
• Monitor Emails, Estimating Systems for requests and monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc.
• Import assignments into management system.
• Schedule and book insurance or private repair appointments.
• Explain to customers rental eligibility and book them as required.
• Verify Deductibles and communicate to customer.
• Prepare all necessary paperwork for claims (drop packages and pickup packages).
• Check-in all customer vehicles.
• Receive payments from customers and third-party payors.
• Create files/invoices for repairs, towing bills, rental bills.
• Update insurance companies on repair dates and repairs.
• Update ARMS and ProgiSync on a daily basis.
• Check on supplements and inform customers.
• Assist with coordinating Sublet bookings.
• Work with co-workers in a professional and kind manner.
• Management system organization and updating Dates and Notes, track calls per claim.
• Multi-tasking between systems, emails, phones etc.
• Other duties as required; post invoices, scan to management system.
• Must abide by our safety program, including the use of personal protective equipment as appropriate