Job Order Detail

Description

Position Overview: The Customer Service Representative (CSR) is responsible for cultivating exceptional customer relationships and driving sales through both in-person interactions and phone communications. We thank your interest but PLEASE only APPLY if you have Reception, Customer Service and Telephone Experience

Key Responsibilities:
    Customer Engagement: Greets all walk-in customers and manages incoming phone inquiries with professionalism and courtesy, creating a welcoming atmosphere.
    Sales and Scheduling: Proactively asks for sales and schedules estimates, aiming for a minimum closing ratio of 75%, while coordinating appraisal and delivery appointments.
    Repair Process Communication: Clearly explains CARSTAR's repair processes, including insurance claims, payment methods, repair techniques, and expected delivery dates.
    Customer Satisfaction Education: Informs customers about CARSTARs Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) surveys, emphasizing service quality and on-time delivery.
    Appointment and Scheduler Management: Updates and maintains the store scheduler in collaboration with the Office Manager to optimize workflow and efficiency.
    Payment Processing: Collects and records payments for completed repairs and assists with accounts receivable tasks as needed.
    Documentation Management: Accurately files repair order paperwork or records it in the CARSTAR management system for efficient record-keeping.
    Warranty Communication: Provides customers with information about CARSTARs warranty options, including the 5-Year and Limited Lifetime warranties.
    Follow-Up Engagement: Conducts follow-up calls on unsold estimate quotes within 48 hours to enhance customer engagement and drive sales.
    Office Maintenance and Team Participation: Maintains the front office and reception areas, and ensuring a clean environment.