Customer Service Representative (CSR)

About the role

The Customer Service Representative (CSR) provides an exceptional experience for customers and insurance partners while supporting the Repair Facility Team. You will be the primary point of contact throughout the vehicle repair process, ensuring smooth communication and efficient scheduling.

Key responsibilities

• Execute the WOW (Wow Operating Way) plan consistently.
• Schedule vehicle repair appointments using the Daily Demand Capacity Planner, CCC One schedule, and scripted dialogues.
• Retrieve insurance assignments promptly and secure repair authorizations before disassembly.
• Prepare repair order (RO) work packets, including QC checklists, work orders, parts lists, and windshield tags.
• Document all customer and insurance communications in CCC One with the appropriate communication type.
• Confirm and update rental car information in CCC One.
• Manage the Automated Rental Management System (ARMS) to ensure alignment with CCC One records.

Required profile

• High School Diploma or GED.
• Minimum 1 year of experience in an administrative or customer‑service role.
• Preferred 1 year in an auto‑body or related environment.
• Valid driver’s license.

Required skills

• Proficiency with CCC One repair management system.
• Experience using ARMS (Automated Rental Management System).
• Familiarity with Daily Demand Capacity Planner.
• Basic computer skills and knowledge of general office equipment.

What we offer

• Supportive team environment focused on career growth.
• Resources and tools to help you succeed in collision and glass services.