Provides World Class Customer Service Experience to all Caliber customers on the phone, in person and throughout the entire repair process;
provide administrative support to the daily operations of the center
Greet all customers in a timely, friendly and professional manner utilizing the 5-10 foot rule; if a team member is within 10 feet of a customer, eye contact must be made, if they are within 5 feet, a greeting is necessary
Answer all phone calls consistently within 3 rings, communicate all phone messages immediately to the correct recipient
Monitor work volume scheduled for the center and recommend load level requests when necessary; support market segmentation by assigning cars to appropriate location for quality repair
Maintain a broad knowledge base of insurance partner requirements regarding authorizations, billing and load level processes
Coordinate Rental Car / Tow companies to provide one-stop service to all customers
Repair Orders : All files are opened with BAR (CA) and DRP compliance, including obtaining proper authorizations
Ensure all vehicles are delivered to customers by the assigned service advisor and if not available, by designated backup teammate
May assist in customer communication throughout the repair process
Monitor DRP assignments, estimate / repair appointments and capture rates of assignments
Follow up on all DRP assignments present and past in order to maintain sales for the center
Maintain DRP logbooks and Enterprise ARMS by 9am daily
Secure proper payments; DRP DTPS completed as required
Filing daily : customer records, RO jackets in alphabetical order, parts invoices, etc.
Assist OM / OA with reconciling invoices to payables report daily and monthly (as applicable)
Ensure all customer comfort items are fresh and available for customers at all times (coffee, water, popcorn, magazines, etc.
as well as maintaining the customer waiting area
Comply with Caliber daily receipts guidelines and procedures
Comply with all Caliber safety rules, guidelines and standards
Perform other duties as required to successfully meet the needs of the business
Skill / Requirements
High school diploma or GED
Must be at least 18 years of age
Must have a valid driver’s license and be eligible for coverage under Caliber’s insurance policy (Not an excluded driver)
Ability to effectively communicate with others, oral and written
Ability to read and understand basics of repair instructions, written estimates and work orders
Organization and multi-tasking; adapts easily to fast-paced environment
Personable, friendly demeanor with World Class customer service approach to internal and external customers
Maintain a well-groomed, professional appearance
Physical Requirements / Working Conditions
Position is based in a climate controlled, professional office environment with moderate noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Specific vision abilities required by this job include close vision requirements due to computer work. Regularly required to talk or hear.
Frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. The job may require lifting up to 20 lbs and long periods of sitting while working at desk.
In the event that travel is required, must be able to uphold the stress of traveling.