Body Shop Customer Relations Representative

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.

Area of Responsibility :

• 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

Additional Qualifications :

Proficiency Standards :

Physical Demands & Working Conditions :

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.

Lithia Hiring Requirements :

We offer best in class industry benefits :

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.