Customer Care Representative

PRIMARY OBJECTIVES/JOB SUMMARY

The Care Center is an extension of the Classic Operations team and supports both internal and external customers. The Care Center Representative is responsible for customer service, capturing opportunities, and scheduling. This role is directly responsible for solving any issues related to team technology (with the support of IT), scheduling challenges (with the Operations and Business Development team), and staffing to ensure contacts are meeting company expectations. 

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.

ESSENTIAL RESPONSIBLITIES:

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

• 8x8 proficiency: Inbound and outbound contacts via phone, chat, email, and SMS. 
• CCC function:
  1. Contact Center
  2. Dispatch
  3. Documentation
  4. Calendar
• Regularly collaborate with Operations and CRO to update SOP’s as the business continues to grow and evolve.
• Care Center Guide ownership and maintenance based on your time zone
  1. Know your shops and DRP’s
  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. Contribute to building a positive team spirit.
  2. Support everyone’s efforts to succeed.

EDUCATION AND/OR EXPERIENCE

• 5 years progressive experience in Collision Center Administration
• Basic to Intermediate Skills in Microsoft Excel

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization.

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.

General Sign Off

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.