Job description
Job Title: Body Shop CSR
Department: Body Shop
Reports to: Body Shop Director/Service Operations Director
Job Status: Full-time/Non-Exempt
Position Summary:
The Body Shop Customer Service Representative, or CSR, will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They?re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers? shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don?t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Essential Functions:
- Manage large amounts of incoming calls
- Identify and assess customers? needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle customer complaints
- Provide appropriate solutions and alternatives within the time limits
- Follow up to ensure proper resolution
- Keep records of customer interactions, process customer accounts and electronically file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
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