Customer Experience Representative

Company: Service King
Location: Fort Worth
Posted on: May 25, 2023

Job Description:

Overview
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. As the largest founder-led collision repair service provider in the U.S., we serve our customers and business partners with an unexpected level of personal and professional service to build trust at every touch point.
Responsibilities
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:

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  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
  
  
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  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
  
  
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  Establish communication expectations with customer: Provide repair status updates to customer via call or text based on an established communication cadence with the customer
  
  
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  Communicate with Repair Planner: Frequently communicate to get updates regarding the status of vehicles within the repair process
  
  
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  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
  
  
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  Perform administrative tasks : Administrative tasks may include collecting incoming payments, updating ARMS/rental matching and conducting AR follow-up calls
  
  
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  Provide additional support to Repair Planner (as needed): Complete parts invoices and provide additional support for Repair Planner role as needed
  
  
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  Additional responsibilities as assigned
  
  
  Qualifications
  Basic/Required:
  
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    Legally authorized to work in the United States
    
    
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    6 months or greater of prior experience working in a fast-paced, customer-service environment
    
    
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    Proficient with Computers, as well as, other software
    
    
    Preferred:
    
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      Bilingual (Spanish)
      
      
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      Knowledge of Collision Industry including high-level knowledge of insurance procedures and requirements
      
      
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      Ability to work collaboratively with others to meet shared objectives
      
      
      Benefits:
      Medical / Dental / Vision
      401K
      Vacation
      Additional elective benefits
      Weekly Pay
      Submit a Referral (https://careers-cchampions.icims.com/jobs/2011/customer-experience-representative/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834384512)
      Location US-TX-Fort Worth
      ID 2023-2011
      Category Customer Service/Support
      Position Type Regular Full-Time
      Remote No
      Location : Address 9601 South Freeway

Keywords: Service King, Fort Worth , Customer Experience Representative, Other , Fort Worth, Texas