Customer Experience Representative / Office Administrator / Receptionist

CHAMPIONS DO MORE
Welcome to our story. It-s a tale of being different. Obsessing over details. It-s the product of patience, and steadily honing our craft before setting out to innovate the industry we all love.
Today, Crash Champions is home to a collection of team members driven by a deeply-rooted purpose and guided by a powerful principle: Here, We Do More.
It-s the Crash Champions DNA and it-s the mark of who we are. Above everything, we believe in what we do; and we hold fast to the conviction of why we do it. We serve our customers and business partners with an unexpected level of personal and professional service to build trust at every touch point.
BECAUSE WE BELIEVE
THE DIFFERENCE IS TRUST
Position Summary
The Customer Experience Representative is responsible for ensuring best-in-class customer service is delivered to all customers throughout the repair process.
This position requires a high level of customer service, communication skills, and a positive attitude. The Customer Experience Representative must possess a moderate level of technical knowledge about the auto-collision repair process.
Responsibilities

• Provide additional support to Repair Planner (as needed): Complete parts invoices and provide additional support for Repair Planner role as needed
• Complete all facets of vehicle intake process: Walk the vehicle with the customer; map damage areas with markers; take/upload photos and customer info to Service King's Centralized File Management team; pre scan vehicles; prepare vehicle tags and packet for Repair Planner
• Review with customers and walk through high-level repair process and next steps: Greet customers by phone or in-person; educate customers about the collision repair process (high level overview), including insurance claims information, processing and payment procedures
• Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process
• Conduct final quality control check: Perform the final quality control check prior to customer pick up to ensure the quality of the repair will meet or exceed customer expectations and Service King's standards
• Establish communication expectations with customer: Provide repair status updates to customer via call or text based on an established communication cadence with the customer
• Perform administrative tasks : Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
• Additional responsibilities as assigned

Basic/Required
Position Requirements

• Proficient with Computers, as well as, other software
• Legally authorized to work in the United States
• 6 months or greater of prior experience working in a fast-paced, customer-service environment

Preferred

• Bilingual (Spanish)
• Knowledge of Collision Industry including high-level knowledge of insurance procedures and requirements
• Ability to work collaboratively with others to meet shared objectives

Benefits

• Medical/Vision/Dental Insurance
• Competitive pay
• Transfer Between Markets
• Weekly Paychecks/Bonus Pay
• 401K with company match

Department: Customer Experience Rep
Address: 6901 Security Boulevard #2000. Baltimore, MD, 21244
ReqID: 2505622