Join Our Team as the Heart of Our Body Shop!
Are you a people person who loves making great first impressions? We're looking for an enthusiastic and organized individual to be the welcoming face of our auto body shop! This is more than just answering phones – you'll be a vital part of our team, helping customers through what can be a stressful time while supporting our entire operation.
What makes this role special? You'll have the opportunity to grow with us, learn new skills, and truly make a difference in our customers' experience. We believe in recognizing and promoting talent, so there's real potential to advance your career with expanded responsibilities and title progression.
Ready to be part of a team that values your contribution? We'd love to hear from you! Reply to this email with your resume.
Position Title: Receptionist/Customer Service Representative
Objectives
To ensure that all customers and prospective clients are greeted and assisted in a prompt and professional manner, superior to the competition.
To effectively manage all incoming phone calls, walk-in business and written correspondence, and direct such matters to the appropriate person or department.
To provide clerical and administrative support to the administrative and sales departments.
Key Responsibilities
Customer Service & Communication
1. Phone Management
o Take full responsibility for handling all incoming phone traffic in a courteous and polite manner
o Always try to answer incoming calls on the first or second ring
o Never leave a customer on hold for more than two minutes
o Memorize and use the phone scripts provided
o Screen all calls and channel important ones to appropriate staff, making constant effort to reduce interruptions
2. Call Handling & Follow-up
o Establish the purpose of incoming calls; question the caller and handle as many questions and situations as possible
o Forward calls to appropriate staff member when necessary
o If the appropriate person is unavailable, prepare a written note to relay the message
o When customers call inquiring about jobs in process, try to answer questions yourself or contact production/sales manager for additional information
3. Customer Greeting & Reception
o Greet persons visiting the company immediately upon entering the office
o If on the phone, look up and make eye contact with the person and give an indication that you'll be just a moment
o Provide all prospective customers with Customer Information Form and ask that they fill it out
o Offer assistance if needed with forms
o Notify sales manager/estimator of customer's needs
o Enter all customer information data into the computer
Scheduling & Appointments
4. Appointment Management
o Suggest estimate appointments whenever possible but don't turn anyone away without an appointment
o Keep a calendar log of all estimate appointments
o Keep a calendar log for all insurance appointments
o Take full responsibility for the scheduling of all repairs
o Contact customers to schedule repairs
5. Daily Communication
o Each morning, review the list of vehicles in process and contact appropriate customers with updates on vehicle status
o Call customers before they call you - proactive communication for customer satisfaction
o Assist sales staff with estimate follow-up calls to capture jobs not signed on initial visit
Administrative Duties
6. Billing & Payment
o Assist in preparing final billing and supplemental billing
o Before accepting payment, explain the billing to the customer
o Collect and record payment, then transfer to administrative manager
o Document payment details on the outside of Job File Folder and initial the transaction
o Mark invoice "Paid" and give top copy to customer
o Verify payment is correct and complies with company policy
o Do not release any vehicle without full payment unless prior arrangements have been made
7. Rental Car Management
o Take full responsibility for managing all rental car reservations
o Ensure customers are served in a prompt and professional manner
8. Customer Relations
o If customer has a problem or complaint, try to handle the situation yourself, but contact appropriate person if assistance is needed
o When customers arrive to pick up vehicles, explain items in their paperwork packet (warranty, reply card, final bill, paint care instructions, etc.)
o Make every effort to ensure all customers feel comfortable and important
o Reassure customers of your desire to help them and let them know you value their trust and business
Administrative Support
9. Documentation & Filing
o Participate in Daily Release Meeting
o Regularly review jobs in process and verify payment arrangements prior to vehicle delivery
o Collect daily time cards/labor control cards and enter into computer
o Track employee attendance (if assigned)
o Handle backup telephone duties when needed
10. Data Entry & Record Keeping
o Enter customer information into computer system
o Input labor control card information daily
o Maintain organized filing system for job-related documents
o Assist with data entry for job costing (if assigned)
Required Skills & Qualifications
Cheerful, helpful attitude is essential
High standard phone technique with professional scripts
Well-groomed and appropriately dressed
Strong organizational and communication skills
Computer literacy for data entry and customer management systems
Ability to multitask and prioritize in fast-paced environment
Professional demeanor and customer service orientation
Performance Standards
Answer phones within 1-2 rings
Never leave customers on hold more than 2 minutes
Proactive customer communication (call before they call you)
Accurate data entry and record keeping
Professional appearance and demeanor at all times
Contribute to positive first impression within the critical 2-minute window when customers form opinions about the business
Reporting Structure
Reports to: Shop Manager/General Manager
Works closely with: Sales Manager, Production Manager, Administrative Manager
May supervise: None (but serves as backup for various administrative functions)
Note: This position is critical to the sales process and customer satisfaction. The receptionist is typically the first person customers interact with and plays a vital role in the company's success and reputation.
Reply to this email with your resume.