Customer Service Representative at Mondofix Inc. – Ottawa, Ontario

The role as a Customer Service Representative is to ensure that the customer receives a legendary customer service experience. The incumbent will be primarily in-taking and delivering vehicles. The Customer Service Representative will be working with the shops, insurance and car rental staff to make sure that customers’ needs are met. The CSR is responsible for serving customers in person, via the telephone, email or text. The CSR is accountable for dealing with customer service, selling of services, and processing transactions. CSR follows all company procedures and policies when providing customer service. The CSR understands his/her role as brand ambassador and provides a positive experience to all customers and insurance partners.

Core Competencies

• Communication
• Energy & Stress Management
• Teamwork
• Quality Orientation
• Problem Solving
• Accountability and Dependability
• Operating Equipment
• Ethics and Integrity
• Results Oriented
• Negotiation

Job Duties

• Ensure excellence in the delivery of the customer experience as outlined in the company best practices and measured by LEI results.
  Review client’s vehicles for related and not related damages.
• Take photos of all damages, not related damages, and general condition.
• Complete Walk-Around form and identify not related damages.
• Communicate to client’s, on what to expect through the repair process.
• Provide service to customers by reviewing the services offered and cross-sell different programs by explaining the advantage of our multiple service offerings.
• Sell the company services and provide an outstanding customer service, in order to build strong and long-lasting relationships with clients.
• Create and follow up on appointments.
• Prepare Intake and Delivery paperwork.
• Effectively manage front office operations to ensure efficient organization and support of the sales function.
• Collaborate with production manager and sales manager to ensure vehicles are on track for timely and flawless delivery.
• Provide regular and standard reporting to production and sales managers to ensure awareness on key performance metrics.
• Communicate and interact with clients and insurance staff throughout the different technologies such as phone, text, email, online videocall, etc.
• As required, assign the work order to technicians.
• Set convenient appointments with the customers, based on the shop availability.
• Inspect repair, complete paperwork and meet with customer when picking up vehicle to ensure customer satisfaction.
• Take payments for deductibles, customer pay work, etc.
• Keep the BMS up to date to ensure accuracy.
• Maintain complete knowledge and comply with company and departmental policies, procedures, and standards.
• Cultivate a positive working relationship with team members and management.
• Maintain a clean and orderly work area to comply with all health & safety procedures.
• Import or enter data into the accounting system.
• Verify the integrity and accuracy of the data.
• Provide support to the team by performing various administrative tasks (filing, photocopying, correspondence, etc.)
• Other related tasks as required.

Requirements

• High school diploma or GED required
• At least 2 to 4 years of experience in customer service
• Valid Driver’s License and Excellent Driving Record
• Strong customer service and troubleshooting skills
• Experience working as a customer service representative, for a body shop preferred
• Experience working in an administration or data entry role preferred
• Experience working with Mitchell Repair Center preferred
  
  The salary range for this position starts at $21 per hour and is based on experience.
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