Body Shop Customer Relations Representative

Dealership :

L0418 Suburban Cadillac of Plymouth

Suburban Cadillac of Plymouth!

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.

A rea 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 :

The following knowledge, skills and abilities are needed to be successful in this position :

Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate.

Communication skills – communicate effectively with others (verbal and written).

Presentation skills - present information in a clear and professional manner.

Time Management – ability to manage one’s own time.

Strong attention to detail and sense of urgency.

Positive customer service attitude

Typing – ability to type efficiently to enter accurate information into tracking system.

Mathematics – ability to solve basic math calculations.

Basic computer skills

Body Shop Experience (preferred)

Retail Sales and / or Customer Service Experience (preferred)

Proficiency Standards :

Integrity - Acts ethically, maintaining a commitment to honesty and truth in all facets of behavior that builds the trust of others

Work Ethic - Delivers accurate, timely and consistent results while understanding the need to balance short-term sacrifice for long-term gain

Team Player - Supports the overall efforts of the team to accomplish departmental and Company goals and objectives

Team Builder - Acts as a role model within the department in all facets of assigned job duties, while effectively providing feedback to team members and earning respect as a leader

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 :

High school graduate or equivalent.

18 years or older

Possess an acceptable driving record and valid driver’s license in state of residence

A criminal history background check will be conducted prior to beginning employment

Clear pre-employment drug screen

We offer best in class industry benefits :

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs