Customer Service Representative

Client Service Representative

In 1973 CSN Glen-Merritt opened as a family-run business offering customers top quality collision repairs and friendly hometown service. Using state of the art equipment, our trained technicians will repair your vehicle properly so that you can get back on the road safely.

The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR's goal is to ascertain the customer's needs and determine how best to meet them and provide them with viable options and cost-effective solutions. The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers.

Primary Objectives of the Role

• Greet and process customers in person, on the phone and electronically in a professional manner.
• Keep customers updated throughout the process, work with team members to get status updates to communicate to the customer.
• Answer all inquiries and explain all insurance related processes and needs to customers.
• Outline the customer touchpoints and follow through.
• Ensures primary method for communication is acquired, and followed (phone, email, text)
• Monitor estimating systems for requests and monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc.
• Import assignments into estimating system, include 3rd party appraisals and enters all administrative data
• Schedule and book insurance or private repair appointments by the hours of the job being repaired.
• Explain to customers rental eligibility and book them as required.
• Verify deductibles and communicate to customer.
• Prepare all necessary paperwork for claims (drop packages and pickup packages).
• Check in all courtesy cars after customers return them, (record mileage, gas, note any damages).
• Receive payments from customers, insurance companies and third-party payors.
• Create files/invoices for repairs, towing bills, rental bills.
• Update insurance company on repair date, repairs, deductible.
• ARMS Updates
• Check on supplements and inform customers.
• Assist with coordinating sublet bookings.
• Pre-close/close jobs
• Direct all outside companies to the proper area for delivering parts.
• Office administration.
• Work with co-workers in a professional and kind manner.
• Other duties as required. Office organization, cleaning.
• Post invoices, scan to management system, cost management.
• Management system organization and updating dates and notes, track calls per claim.
• CSI- Managing reviews and facilitating with customers to attain Google reviews post repair.
• Other duties as required