Customer Service Consultant

Service Center Gastonia Job Summary Provide World Class Customer Service Experience to all Caliber customers on the phone, in person and throughout the entire repair process; provide administrative support to the daily operations of the center Essential Job Duties Properly greet customers in person or on the phone, determine their needs, and immediately respond by providing guidance and assistance as required. Handle walk-in customer pay estimates, adjusted claim estimates, and preliminary DRP and/or DRP drive-in estimates as/if assigned. Prepare estimates, capture repairs, pre-order parts, or schedule repairs as needed. Follow up on non-captured repairs Demonstrate competence in all areas of Customer Service, Client Management, Repair Management, and Levels 1-3 Collision Damage Estimating Effectively communicate with customers, clients, teammates and vendors to ensure correct and efficient repairs while adhering to all Caliber and client guidelines and SOPs Assist Service Advisors by handling drop-offs, mapping/marking and photographing vehicles, arranging customer transportation, preparing paperwork and performing active customer deliveries Effectively utilize all computer programs related to Caliber’s Customer Service, Client Management, Repair Management, and Levels 1-3 Collision Damage Estimating Other duties as assigned Skill/Requirements High school diploma or GED Must be at least 18 years of age Must have a valid driver's license and be eligible for coverage under company insurance policy (Not an excluded driver) Ability to effectively communicate with others, oral and written Strong sales orientation Organization and multi-tasking skills, good time management and the ability to adapt easily to fast-paced environment Physical Requirements / Working Conditions Position is based in a normal shop environment. Daily activity may consist of: physical activity such as reaching below and above shoulder level, kneeling, bending, squatting and stooping to inspect repairs, lifting and carrying objects over 50 pounds as well as sitting and standing for extended periods of time during the estimating and disassembly process. The working environment consists of; exposure to fumes, chemicals and dust, along with high levels of noise and subjectivity to weather conditions both inside and outside. In addition, a regular exposer to work near mechanical parts. Caliber emphasizes a mandatory requirement to wear protective equipment when necessary. Visual acuity to determine the accuracy and thoroughness of the work assigned is a must. About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states, Caliber Auto Care for mechanical repair and quick oil change services and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500 employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact legal@calibercollision.com.