Customer Care Representative

The Care Center is an extension of the Classic Collision Operations team and supports both internal and external customers. The Care Center representative is responsible for answering customer’s and insurer’s inquiries via, phone, SMS, and Chat Service. 

ESSENTIAL RESPONSIBLITIES:

The overall goal is to collaborate with shops to schedule potential clients at their earliest available calendar appointment. 

• Dispatch, and schedule appoints accurately using CCC One.
• Answer questions via 8x8 related to status updates for vehicles.
• Escalate requests/questions as needed.
• 8x8 proficiency: Inbound and outbound contacts via phone, chat, email, and SMS. 
• Care Center Guide ownership and maintenance based on your time zone
  1. Know your shops and DRP’s and their workflows.
  2. Know your Regional Office Managers and Regional Manager’s
  3. Know your General Manager’s 

BEHAVIORS/COMPETENCIES

• Integrity
  1. Ensure Company Policy, Procedures, and Values are being adhered to
  2. Display respect and accountability at every level and every interaction.

• Customer Service
  1. Provide the highest level of customer service while building customer satisfaction and retention

• Innovation
  1. Develop and display innovative approaches and ideas to our business.

• Teamwork
  1. Help contribute to building a positive team spirit
  2. Support everyone’s efforts to succeed.

EDUCATION AND/OR EXPERIENCE

• Have a general competency using Windows operating system.
• Basic to Intermediate Skills in Microsoft Excel
• Customer service background is a must.
• Professional phone presence both inbound/outbound calling
• Call Center background a plus.
• Understanding of the Collision industry a very big plus.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to read and write effectively in English.
• Able to read and write effectively in Spanish is a plus but not required.
• Following proper punctuation and grammar when communicating in written format to customers and insurers.

OTHER SKILLS AND ABILITIES

• Basic Computer Skills
• Basic to Intermediate Microsoft Excel Skills
• Experience with CCC1 
• Microsoft Office

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Continually required to sit.
• Continually required to use hands and fingers 
• Continually required to talk or hear. 
• The noise level in the work environment usually is moderate.
• Work our Hours of operation: 730am-530pm Monday-Friday

This job description should not be considered to imply that these requirements are the exclusive standards of the position. Associate is expected to follow any other instructions and perform any other related duties as may be required by the manager.

Note:  Key areas of responsibility of this position are described under the heading below.  They may be subject to change at any time due to reasonable accommodations or managements’ rights to reassign duties and responsibilities of this job at any time.