Customer Service Representative (CSR) Yoder Collision Network
YCN - Fort Collins, CO - Full Time
FAST-GROWING REPAIR SHOP SEEKING AN EXPERIENCED AND MOTIVATED
Customer Service Representative (CSR)
Who Are We? We are a state-of-the-art auto collision network built on strong family values that have been a cornerstone since 1908. Our collision centers are dedicated and committed to serving the Northern Colorado community with best-in-class repairs and customer service. We repair thousands of cars every year because of the dedicated, committed, and professionally trained
What Would You Do? The right candidate will be responsible for providing superior customer service to customers throughout the repair process. This individual supports the organization's sales and customer communication processes and manages the body shop's volume of work-in-process (WIP). They are expected to manage customer payments and maintain accounts receivable collection balances in line with company standards. This position also provides general administrative support to the General Manager and Customer Service Manager positions. They are responsible for nurturing and cultivating a positive culture and work environment that aligns with the organization's mission and values.
What will you be responsible for?
- Handle customer concerns in the following areas but not limited to Warranty Claims, Mechanical Issues outside of Warranty, 30 Day Repair Orders, We Owe Issues, and Equipment/Parts issues.
- Present & explain to customers CSI survey process, and ensure they understand.
- Field in-house warranty calls.
- Approve, complete, and document warranty claims on each customer account and communicate with shops completing warranty repairs.
- Ensure deductibles are paid before proceeding with the repairs.
- Weekly follow-up with customers: vehicle issues, title issues, paperwork questions, company review, collection congratulations/thanks, and warranty claims/extended warranties.
- Schedule rentals for customers and handle payment plans when necessary, including receiving all varieties of payments.
- Maintains referral process.
- Gather customer information and provide basic information about company services both in person & by phone.
- Monitors work volume scheduled for the center.
- Maintains a broad knowledge base of insurance partner requirements regarding authorizations, billing, and load level processes.
- Maintain workspace in an organized manner and monitor the reception area/restrooms to ensure they remain neat and clean.
Do you have the necessary education and experience?
- High school diploma or equivalent required.
- Bachelor’s degree preferred.
- A minimum of 2 years of related customer service experience, preferably in a retail settings
- 6 months prior experience receiving, collecting, processing payments.
What are the work hours? Regular work hours are 7:30 AM to 4:30 PM.
What are the total Rewards?
- CULTURE!!!
- Base compensation, Hourly Non-Exempt: $18-$25
- Competitive vacation time, sick time, paid holidays, 401(k) employer-paid life insurance, health, dental, vision, and pet insurance, and company discounts for full-time positions.
