Job description

Position Summary: Customer Service Representative (CSR) will primarily be responsible for providing excellent customer service to Sorenson Auto Body customers throughout the repair process. This position supports communications between our customers, staff and helps manage the volume of work-in-process inquiries. CSRs are also expected to manage customer payments, maintain accounts receivable collection balances and general administrative support to the management team.

Essential Duties:

• Communication with customers by telephone, electronic or in person educating them about the claim and repair process. Set appointments, cancel repairs, or help in resolution of complaints.
• Ensure that effective and prompt follow-up is maintained.
• Prepare customer folder. Complete customer contact forms, prepare change or discontinuance orders. Close out folder when work has been completed and payment received. Keep accurate written records of customer interactions.
• Resolve customers’ service or billing complaints. Refer any unresolved grievances to management.
• Enter customer demographics and billing information from CCC to QuickBooks.
• Prepare invoices, collect deposits or payments.
• Contact customers to respond to inquiries or to notify them of supplements, add-in repairs and updates on estimated completion of service.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Recommend improvements in products, service or billing methods and procedures to prevent future problems and ensure a smooth repair process.
• Checks parts against estimate and packing slip to ensure parts are received. Notify technician that parts have arrived and place in designated bins.
• Maintain positive and ethical working relationship with all employees, insurance companies, vendors and customers.

Qualifications and Experience Requirements:

• High School Diploma or Equivalent
• At least 2 years of receptionist or office experience
• Valid Driver’s License
• Proficient in Microsoft Office, QuickBooks and CCC estimating system.
• Excellent customer service and organizational skills with a strong work ethic.
• Self-motivated, goal-oriented and ability to multi-task.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Kalispell, MT 59901: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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