Job Title: CUSTOMER EXPERIENCE REPRESENTATIVE/ADMINISTRATOR
Objectives
Responsible for all client experience activities in order to achieve maximum client satisfaction as measured by CSI results. Ensure the consistent utilization of Fix Auto best practices with respect to client reception, communication and flawless delivery on a timely basis. Manage communication and contact with clients and insurance partners to ensure client satisfaction.
Responsibilities
- Ensure excellence in the delivery of the customer experience as outlined in Fix Auto best Practices and measured by CSI results
- Effectively manage front office operations to ensure efficient organization and support of other front office staff
- Create minor damage repair estimates for potential clients according to Fix Auto and insurance companies best practices
- Ensure estimate follow up to maximize closing ratio
- Closing of RO files
Job Specifications
- 3-5 years customer service experience; collision industry experience preferred
- Strong analytical and process skills
- Experience and competence with industry software; Audatex, Mitchell, ADP
