Friendly Professional Fast Paced Multi-tasker Responsible Team Player
Sounds like you? Give us a call at 650-579-0888 to set up an interview.
Please send resume in pdf format if available.
Responsibilities:
Greet all company visitors and customers in a professional manner.
Respond and manage multiple inbound calls, e-mails, walk-ins and clients with appointments.
Collect important customer information such as legal full name, phone numbers and address when processing claims and payment.
Evaluate client needs to determine the most effective repair strategy and quality control processes in meeting their requirements.
Make sales and help make insurance claims.
Take sufficient photos for damaged vehicle and upload them to CCC.
Build and establish positive trust relationships with clients in order to ensure continued client patronage and satisfaction.
Provide clients with up-to-date and valid information on company products and services in order to address their inquiries.
Help customers with paper work when dropping off/picking up their vehicle.
Address client inquiries regarding warranty agreements and conditions of sale.
Collaborate with the customer service manager to ensure proper implementation of customer service policies and procedures.
Reach out to customers through phone calls and e-mails to inform them of deals / promotions as well as obtain feedback.
Utilize computer systems in maintaining record of customer calls and account information.
Appraise damaged vehicles and complete estimates and/or total loss evaluations to comply with company and state regulations.
Coordinate with clients and teams to schedule appointments for repairs.
Accurately identify parts necessary to complete repair.
Order parts and work with parts department and/or vendors to locate parts in a timely manner to avoid unnecessary delays to vehicle release.
Knowledge of most major Insurance Direct Repair Program protocols and has the ability to upload estimates/images that meet those standards and our company guidelines.
Examine damaged vehicle to determine extent of structural, body, mechanical, electrical, or interior damage.
Estimate parts and labor to repair damage, using standard automotive labor and parts-cost manuals and knowledge of automotive repair.
Identify and assess related and unrelated auto damage and set clear expectations on timeline for repairs and outcome.
Complete timely estimates and maintain accurate documentation of the repair process.
Complete re-inspection and/or supplements as required by company guidelines.
Follow up on supplement status in a timely manner to avoid delay to repair process.
Work closely with shop manager and or body technicians to complete accurate and comprehensive estimate and supplements.
Work closely with \shop manager to plan and schedule repairs of vehicles according to various situations.
Escalate complex customer issues to manager(s) for effective resolution.
Maintain contact with customer while vehicle is in the repair process; communicate regarding status of repair and when they can expect the repair(s) to be completed. Refer to certified shop follow up schedule policy as applicable
Respond to billing complaints by facilitating product exchange, refund or bill adjustment.
Obtain relevant information in order to verify the authenticity of a complaint or concern.
Follow up with customers to ensure that they are satisfied with product / services received.
Contact insurance for claim status.
Document and update customer records based on interactions.
Deliver a positive customer service experience to all internal, external, current and prospective customers.
Perform thorough inspection on repaired vehicle and make sure the repair meets customer’s requirement and company standards.
Assist supervisor in personnel and other shop related problems and make suggestions and recommendations for solutions.
Keep shop/office clean and adhere to health and safety procedures and protocols at all times.
Perform other related work as required.
Requirements:
Respond and resolve inquiries in a timely manner.
Positive and professional demeanor.
Excellent written and verbal communications skills.
Fluent in English; Other languages such as Cantonese, Mandarin and Spanish are a plus.
Previous experience in customer service, sales or other related fields.
Ability to build rapport with clients to ensure clients’ satisfaction of products and services.
Thorough knowledge of automotive repairs and cost estimates.
Effective time management organizational skills with attention to detail.
Strong negotiation and analytical skills, strong computer skills, and ability to work with multi-faceted systems.
Ability to manage the primary relationship with outside entities including insurance adjusters, vendors and customers.
Team oriented, flexible and focus on maintaining a high level of service.
Creativity and an eye for detail; Patience to focus on precise work.
Proactively manage the customer service and quality assurance levels of the business and take action before small problems become large ones.
Direct the repair process to achieve repair quality standards, consistent priorities, and high productivity.
Team oriented, flexible and focus on maintaining a high level of customer service.
An interest in keeping up-to-date on latest techniques and materials.
Awareness of safe working procedures.
Excellent written and verbal communication skills.
Valid driver’s license with good driving record.
Working knowledge of Audatex, CCC One, and/or other estimating systems
Predictable and reliable attendance required.
I-Car training and ASE Certification preferred.
Proficient in Microsoft Office (Word, Excel and Power Point)
Desirable Education and Qualifications:
High school degree, diploma or GED equivalent with technical knowledge in the field of automobile vehicles.
Minimum of 2 years proven experience in estimate writing
Physical Demands:
While performing the duties of this job, the employee is frequently required to stand; sit; walk; push; pull; bend; read, speak and write English; squat; climb stairs; use hands to finger; kneel; file; reach below shoulders; and drive a motor vehicle. The employee is occasionally required to recline; reach above shoulders; lift 50 pounds; lift from the floor or at arm level; and lift bulky items. Specific vision abilities required of this job include close vision, and the ability to adjust focus.
Work Environment:
Work may be performed in both an inside and an outside environment. While performing the duties of this job, the employee frequently works around hazardous machinery; in exterior weather and may work under inclement conditions; loud noise environment and a confined work space. The employee is occasionally exposed to wet and/or humid conditions; high temperatures; fumes, and toxic or caustic chemicals.
A new-hire employee served during probation period is not entitled for any benefits, e.g., health, vacation, sick (24 hours of paid sick leave will be available to use after standard 3 months trial period.) The employer reserves the right to terminate the probationary new-hire employee at any time without good cause.