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Front Desk - Customer Service Rep in Mesa, AZ at Larry H. Miller Management Company/Automotive Division

Date Posted: 11/6/2018

Job Snapshot

Job Description

Primary Responsibilities:

* The Collision Center Customer Service Representative is expected to:
* Protect the legal, financial and moral well-being of the Larry H. Miller Dealerships;
* Ensure all customers are greeted in a timely and welcoming fashion to initiate positive visits;
* Be a teacher to support the efforts of other employees to be successful;
* Seek ways to improve business operations efficiencies and customer service.

Reports to: Collision Center Manager

Primary Duties:

Ensure maximum productivity, customer service and cost control.

Job duties are determined by Collision Center location and will be designated by the Collision Center Management*

* Achieve customer service satisfaction standards while facilitating incoming calls and traffic.
* Effectively greets, communicates and guides customers to appropriate staff members for assistance.
* Conducts initial detailed assessment of vehicle; identifying current and/or prior damage.
* Review initial assessment with customer, obtain appropriate signatures and ensure customers have adequate transportation.

* May include scheduling transportation from dealership shuttle service.
* Prepare a short estimate in an effort to open a repair order on the vehicle assessed.
* Ensure vehicles have proper information written on the front and back windshield to mirror information within the repair order.
* Drive vehicles into the shop for the technicians to start work after approved by Management.
* Maintain customer satisfaction by way of conducting bi-weekly phone call updates to the customer.
* Document all transactions, in the computer or management system on a timely basis.
* Effectively communicate with clientele regarding invoices and payments and expedite calls to follow up on past due customer accounts.
* May assist the Collision Center Estimators with the following:

* Mirror matching parts to ensure that repairs are made with the correct part.
* Collections for the main office.
* Balancing account files.
* Obtaining claim authorizations and guarantee of payments from insurance companies.
* Reports to work on time and maintains a reliable work schedule which fosters a dependable environment for customers and team members.
* Establish and maintain interpersonal relationships to have constructive and cooperative working relationships.
* Effectively communicate with collision center estimators and managers to strengthen processes.
* Maintain ability to handle job stress and effective interaction with others within the workplace.
* Perform all job duties requested from management.

Operate with integrity.

* Demand the highest ethical standards from self and others.

* Maintain composure within the workplace and outside the workplace when representing the Larry H. Miller Dealerships.
* Set an example of outstanding attendance, positive attitude, professionalism, including orderly and safe work environment.
* Communicate and resolve customer complaints and adjustments.
* Integrate methods of time management to provide a consistent and effective work flow that is cohesive for the department and team.

Job Qualifications:

* High school diploma or the equivalent.
* 1+ years in an automotive environment preferred.
* 6 months' body shop receptionist experience required.
* Basic computer skills necessary. Desirable: Larry H. Miller Group's management systems knowledge.
* Must be personable, enthusiastic and have a sense of urgency.
* Communication skills

* Basic- ability to read and write
* Speaking- talking to others to convey information effectively
* Active listening skills- taking the time to understand the points being made by employees and customers
* Social Perceptiveness- being aware of other's reactions and understanding why they react as they do
* Customer Service

* Able to assess customer of needs, meet quality standards for services, and evaluate customer satisfaction.
* Be service oriented and actively looking for ways to help.
* Represent the company to all employees and customers in all communications.
* Critical and complex problem solving- using logic to weigh various approaches to resolve problems
* Basic knowledge of automotive repair preferred.
* Reliable- being dependable in fulfilling job obligations.
* Attention to detail- being careful about detail and thorough in completing work tasks.
* Adaptable- open to change and variety within the workplace.


* Work performed in a shop and office settings due to the location of body shop employees.
* Exposure to shop environment such as noise, dust, odors and fumes, chemicals and adhesives.
* Required to lift up to a minimum of 10 lbs.
* Regularly required to sit, stand, bend, reach, talk, hear, use hands and fingers, handle or operate objects.
* Occasionally required to stoop, kneel or crouch.
* Required vision include ability to adjust focus.
* Maintain valid driver's license and MVR within company policy requirements.
* Required to operate equipment and move vehicles in a safe manner at all times.

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

* Leadership- the individual demonstrates ethical and followership behaviors which promotes Larry H. Miller standards resulting in a cohesive and effective team.
* Compliance -- the individual understands and adheres to all Company standards, state and federal laws and regulations as well as product pricing guidelines of all lenders, agencies or business partners.
* Customer Service--the individual understands his/her role in providing excellent customer service through the defined Larry H. Miller processes which promote efficiencies, fairness and cost effectiveness.
* Ethics/Integrity -- the individual represents the Larry H. Miller Group of Companies by conducting his/her self in a professional and courteous business manner that demonstrates integrity and avoids the actual or perception of a conflict of interest.
* Oral Communication--the individual clearly identifies and professionally expresses issues in positive or negative situations.
* Planning/Organizing--the individual prioritizes and plans work activities and uses time efficiently.
* Quality--the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
* Dependability--the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
* Safety and Security--the individual observes safety and security procedures and uses equipment and materials properly.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and dealership management reserves the right to do so at anytime. Employee shall be required to meet the qualifications and perform the duties of any revised job description

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled