Catastrophe Solutions International
Customer Service Representative Position Summary The purpose of the position is to build and maintain a strong business reputation for the company. Overall responsibilities involves aiding in retail operations and acting as a communications liaison between insurance appraisers, customers and CSI managers. Required to encompass a series of duties designed to enhance the level of customer satisfaction. This includes assistance in planning, installation, maintenance of schedules and documents. This busy, hands-on role provides project, operational and administrative support. Position requires the flexibility of travel to North American job sites for several weeks/months at a time. Essential Duties & Responsibilities Initial Set Up/AdministrativeAt the onset of a storm, must aid in research for job site suitable facilitiesEnsuring phone lines/internet is arranged on location (when needed)Organize facility with CSI branding & printed materials on locationAssist in entering data into software programs when neededOrdering/tracking vehicle parts & ensuring they are organized for when customer vehicle arrivesEnsuring customer deductibles are collectedOrganization of customer paperwork/deductibles to send into head office on weekly basis Initial Contact & follow upEnsuring customers feel welcome and valuedCreating and scheduling appointments with customersFulfill and exceed customer expectations in compliance with company practices and proceduresOrganize vehicle drop off/pick up procedure; conduct detailed vehicle damage reportsHandle customer complaints & concerns; must utilize problem solving and analytical skills as well as the ability to listen, interpret and act appropriately when addressing customerKnowing when to escalate customer concerns to the next level of customer supportCommunicating clearly, verbally and in writing with coworkers and customers to prevent misunderstandings and misinterpretations of informationTracking completed repairs so that customers are contacted in a timely mannerFollow-up & issue resolution within appropriate time frameBuild bridges between customer, insurance/body shop representatives & CSIIdentify and reward loyal/happy customers to increase customer retention. Qualifications 1 year min. experience in customer serviceExperience in managing sensitive issues with tact, diplomacy and good judgment on the telephone, in correspondence and in person.Strong computer skills & advanced knowledge of Microsoft OfficeAbility to work in urban and remote areas for prolonged periodsMust be able to establish and maintain effective working relationships with a wide variety of individuals and groups both internal and externalValid Passport holder; ability to travel throughout the U.S & Canada Assets Strong written and verbal communication skills with high degree of accuracy and attention to detail.Proactive attitudeDemonstrate strong skills in problem solving, decision-making and multitasking.Maintains composure in difficult situations; demonstrates positive customer service attitude & demeanorTime and self-management skills, including self direction, effective realization of current priorities associated with answering customer calls, scheduling callbacksDemonstrates efficient organizational skillsThe ideal candidate will be a self-starter, quick learner and have the ability to work independently as well as a team player
CSI is a global leader for hail appraisals and repairs.
As in most industries, not all PDR companies are equal. Our founders are known to be pioneers of the PDR industry . Our senior management team has over 85 years of combined experience with Paintless Dent Repair. We have worked all over the world including North and South America, Europe, Australia, and Asia. Over the last 10 years we have been responsible for repairing well over 100,000 cars. Our expertise leads to a convenient, quality repair that will help your vehicle hold its value and will result in the best possible experience. Our commitment to excellence is affirmed by our primary goal: ensuring a smooth experience and using the worlds most skilled PDR technicians backed by on site management and a written lifetime warranty.
Visit us at www.getcsi.com for more information.