Customer Service Representative

JOB SUMMARYThe Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include - gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.DUTIES / RESPONSIBILITIES* Greets all walk-in customers in a professional and courteous manner.* Answer and directs all phone traffic in a polite, courteous and cheerful manner.* Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).* Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.* Educate customers on CARSTAR's CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).* Schedule and record appraisal and delivery appointments.* Update and maintain the store scheduler with Office Manager.* Collect and record payment for completed repairs; may perform some A/R.* File repair order paperwork accurately or record in CARSTAR management system.* Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime).* Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.* Maintain the front office and customer reception areas.* Attend daily release meetings.* Other duties as assigned.EXPERIENCE / SKILL REQUIREMENTS* 2+ years of customer service experience required, preferably in a retail setting.* HS diploma or GED equivalent required; college degree preferred.* Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.* Call center sales experience (or equivalent sales experience) preferred.* Highly organized; ability to handle multiple concurrent assignments.* Proficient with Microsoft Office and POS/management systems.* Strong attention to details.* Punctual and professional appearance.* Ability to receive direction and work well with others.* Valid driver's license and insurable driving record.PHYSICAL REQUIREMENTS* Essential physical requirements include:* Ability to stoop, bend and kneel, squat, kneel and pulling* Extended periods of kneeling, bending, squatting and stooping* Carry and lift heavy objects (up to 50lbs)* Standing, sitting and walking* Performing repetitive motionsWORK ENVIRONMENTExposure to:* Paint, fumes and particles* Dirt / Dust* Chemicals / Toxins* Varying heat / cold* Intermittent noise* All duties, responsibilities and experience are subject to change by location