Front Administrator/Customer Service Representative (CSR)
The candidate is the first impression that customers and visitors have when they walk into or call your CARSTAR store. This person is responsible for creating a welcoming front office atmosphere that fosters excellent service. The Front Administrator-CSR is the main contact for customers and potential customers, assisting the Appraiser, Production Manager, and Owners with various services or reports. The ideal candidate should possess a cheerful personality, a helpful, polite, and courteous attitude towards customers, vendors, suppliers, fleet, and insurance companies. They must be well-groomed, dress appropriately, be punctual, and complete daily tasks efficiently. The role requires keyboarding skills, a positive work attitude, and the ability to foster a positive team environment aligned with the company's philosophy.
Accountability & Responsibility of Position
Customer Greeting Process
* Responsible for initial contact with prospects and customers during business hours.
* Greet visitors, determine their needs, utilize the CARSTAR VAS (appraisal sheet), and capture customer information.
* Pre-qualify customers regarding the process, appraisal, fleet, insurance, and steps the appraiser will take.
* Notify the appraiser of customer needs and introduce them.
* Generate Mitchell ABS-Administrative Repair orders for scheduled or dropped-off vehicles, including work orders and Q/A checklists.
* Pre-arrange and book rental car reservations for incoming or dropped-off vehicles.
* Direct towing companies and notify the production manager of vehicles arriving at the lot.
* Coordinate customer shuttle services with the production manager.
* Ensure authorization to repair is obtained when vehicles are dropped off, along with keys and personal contents.
* Assist customers with contents retrieval for total loss vehicles.
Daily Duties
* Ensure vendor and supplier credits are received and processed timely.
* Review and verify parts invoices in the management system daily.
* Print daily production reports for the morning meeting, including scheduled vehicles and work in progress.
* Handle all phone inquiries courteously and in line with CARSTAR standards.
* Screen calls and schedule appointments, reviewing daily with the owner.
* Update repair orders with notes, communicate with customers about delivery times, and confirm payments and deductibles.
* Follow up on work-in-progress vehicles and update system dates accordingly.
* Maintain communication with rental car companies and update portals daily.
* Manage incoming customer calls regarding repairs.
* Create customer release packages, including invoices, warranties, and other documentation.
* Notify customers of total loss vehicles.
* Refer customer concerns to the appraiser and maintain follow-up reports.
Cashier and Front Reception Duties
* Invoice repair orders and collect payments daily.
* Ensure signatures and proper documentation are obtained upon vehicle pickup.
* Organize and maintain the reception area, ensuring cleanliness and order.
* Complete POS reports and manage accounts receivable weekly.
* Report and coordinate maintenance needs for the front area.
Experience and Skill Requirements
* Customer service experience in a retail or service environment.
* Proficiency in Microsoft Office (Word, Excel, Outlook) – intermediate level.
* Experience with Mitchell management system required; collision repair estimating experience is a plus.
* Strong time management, organization, and prioritization skills.
* Ability to work independently and adapt to change.
* Effective communication skills in reading, writing, speaking, and listening.
* Customer-focused, motivated, and instruction-following individual.
* Physical ability to sit for long periods, lift ~10 pounds, and perform repetitive motions.
*All duties, responsibilities, and requirements are subject to change as needed.
#J-18808-Ljbffr