Customer Service Representative

JOB SUMMARY The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include - gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.

DUTIES / RESPONSIBILITIES * Greets all walk-in customers in a professional and courteous manner.

* Answer and directs all phone traffic in a polite, courteous and cheerful manner.

* Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum). * Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.

* Educate customers on CARSTAR's CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery). * Schedule and record appraisal and delivery appointments.

* Update and maintain the store scheduler with Office Manager.

* Collect and record payment for completed repairs; may perform some A/R.

* File repair order paperwork accurately or record in CARSTAR management system.

* Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime). * Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.

* Maintain the front office and customer reception areas.

* Attend daily release meetings.

* Other duties as assigned.

EXPERIENCE / SKILL REQUIREMENTS * 2+ years of customer service experience required, preferably in a retail setting.

* HS diploma or GED equivalent required; college degree preferred.

* Excellent customer service, communication and negotiation skills.

Able to relate well to a diverse customer base.

* Call center sales experience (or equivalent sales experience) preferred.

* Highly organized; ability to handle multiple concurrent assignments.

* Proficient with Microsoft Office and POS/management systems.

* Strong attention to details.

* Punctual and professional appearance.

* Ability to receive direction and work well with others.

* Valid driver's license and insurable driving record.