Body Shop Customer Relations Representative
The Body Shop Customer Relations Representative is responsible for ensuring the highest level of customer satisfaction at our stores by assisting management with customer focused programs. This individual works closely with the management team to ensure they are aware of their satisfaction scores and what they can do to improve them. The Customer Relations Representative also makes certain that customer service-related insurance requirements are met. Exceptional Performers would be positioned for a role as a Body Shop Estimator based upon business need and the individuals automotive and business acumen.
The Body Shop Customer Relations Representative reports to the Body Shop Manager.
Develop continuous improvement plans for assigned store(s), by documenting observations and conducting meetings with management, this will keep all team members actively thinking about our customers.
Obtain customer contact information for the purpose of status updates and surveys
Update and Maintain CCC One Event Log for use of Update Promise for CSI Surveys – Customer Experience Dashboard
Update and Maintain contact notes in CCC One and Body Shop Management Software
Update Body Shop Management Software with accurate production status, projected delivery dates
Maintain a working knowledge of the Customer Service Center, by communicating with CSC directly when questions or concerns arise, this helps to keep related areas working together toward a common interest.
Daily review of open repair order list with Estimators.
Update and Maintain ARMS for accurate Length of Rental cycle time reporting.
Maintain Repair Order Jacket contents per Repair Order Checklist.
Work with Body Shop Manager, Estimating Team and Body Shop Specialist to review the open repair order list daily and ensure repair orders are being closed as the repairs are complete.
Work with outside vendors to facilitate sublet work on vehicles
Review each vehicle after it has been repaired for Quality Control
Call on Insurance Assignments to schedule estimate appointments
May assist with parts and sublet invoice data entry into management software
Other Duties as assigned
The following knowledge, skills and abilities are needed to be successful in this position:
Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate.
Communication skills – communicate effectively with others (verbal and written).
Presentation skills - present information in a clear and professional manner.
Time Management – ability to manage one’s own time.
Strong attention to detail and sense of urgency.
Positive customer service attitude
Typing – ability to type efficiently to enter accurate information into tracking system.
Mathematics – ability to solve basic math calculations.
Basic computer skills
Body Shop Experience (preferred)
Retail Sales and/or Customer Service Experience (preferred)
Integrity - Acts ethically, maintaining a commitment to honesty and truth in all facets of behavior that builds the trust of others
Work Ethic - Delivers accurate, timely and consistent results while understanding the need to balance short-term sacrifice for long-term gain
Team Player - Supports the overall efforts of the team to accomplish departmental and Company goals and objectives
Team Builder - Acts as a role model within the department in all facets of assigned job duties, while effectively providing feedback to team members and earning respect as a leader
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time, reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or hearing over 2/3 of time, lifting 1/3 of time up to 50 pounds.
Working Conditions: Moderate noise, indoor office environment, and considerable use of telephone, computer and other office equipment.
High school graduate or equivalent.
18 years or older
Possess an acceptable driving record and valid driver’s license in state of residence
A criminal history background check will be conducted prior to beginning employment
Clear pre-employment drug screen
NOTE: This job description applies only to the specific employing entity and location of an individual’s employment. This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments).
Competitive pay
Medical, Dental and Vision Plans
Paid Holidays & PTO
Short and Long-Term Disability
Paid Life Insurance
401(k) Retirement Plan
Employee Stock Purchase Plan
Lithia Learning Center
Vehicle Purchase Discounts
Wellness Programs
High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.