Experienced Customer Service Manager – Automotive Repair Industry Liaison and Customer Satisfaction Expert

Introduction to blithequark

At blithequark, we pride ourselves on being a leading force in the automotive repair industry, dedicated to providing exceptional customer service and unparalleled technical expertise. Our team is passionate about delivering outstanding results, and we are now seeking an experienced Customer Service Manager to join our dynamic team. As a key liaison between blithequark, our customers, and insurance companies, you will play a vital role in driving business growth, managing customer expectations, and ensuring seamless communication throughout the repair process.

Job Overview

The Customer Service Manager position at blithequark is a unique blend of marketing, sales, and technical expertise. As a CSM, you will be responsible for working closely with our assigned repair and teardown technicians to reach a complete, accurate, and agreed-upon scope of repair. Your exceptional communication skills, technical knowledge, and ability to manage customer expectations will be essential in educating and informing customers throughout the process. Your goal will be to deliver complete and accurate estimates, eliminate supplements, and ensure customer satisfaction from initial contact to final delivery.

Key Responsibilities

• Respond promptly to customer phone calls and pages, providing a comprehensive explanation of the repair process and managing expectations throughout.
• Secure authorization and signatures on all required documents, either directly with customers or through our Customer Service Assistant (CSA).
• Verify the accuracy and completeness of all check-in information in CCC Information Service (CCC1) and prepare a complete and agreed-upon repair scope with technicians, insurers, and customers.
• Promptly prepare complete and accurate preliminary and supplemental estimates, notifying the CSA when estimates are complete and authorized.
• Maintain proper documentation in the RO File and ICM, balancing the RO File daily to include credits and outstanding invoices.
• Personally quality control (QC) the vehicle, placing your signature on the QC sheet before delivery, and schedule and deliver the vehicle to customers, asking for future and referral business.
• Maintain production standards, accounts receivable (A/R), and financials as set forth by management, adhering to standards presented in the blithequark Employee Handbook.

Essential Qualifications

To be successful in this role, you will need:

• Previous experience in a customer-facing position, preferably in the automotive repair industry.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers, technicians, and insurance companies.
• Technical knowledge of automotive repair processes and procedures.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in computerized systems, including CCC1 and ICM.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous experience in a management or supervisory role, with a proven track record of leading teams and driving business growth.
• Industry-recognized certifications, such as ASE or I-CAR.
• Experience with customer relationship management (CRM) software and other industry-specific tools.
• A strong understanding of business operations, including financial management and production planning.

Skills and Competencies

To excel in this role, you will need to demonstrate:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.
• Strong technical knowledge and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Exceptional customer service skills, with a focus on delivering outstanding results and ensuring customer satisfaction.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in computerized systems, including CCC1 and ICM, with the ability to learn new software and technologies quickly.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Manager, you will have access to:

• Ongoing training and development programs, designed to enhance your technical knowledge and leadership skills.
• Opportunities for career advancement, with a clear path for professional growth and development.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional results.
• Industry-recognized certifications and training programs, designed to help you stay up-to-date with the latest technologies and industry trends.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. Our team is passionate about delivering exceptional results, and we are committed to:

• Providing a safe and healthy work environment, with a focus on employee well-being and safety.
• Fostering a culture of open communication and collaboration, with regular team meetings and feedback sessions.
• Recognizing and rewarding outstanding performance, with a range of incentives and benefits designed to motivate and inspire our team members.
• Supporting our local community, through charitable initiatives and volunteer programs.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to attract and retain top talent. These include:

• A competitive salary, with opportunities for bonuses and incentives.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.
• Paid time off, including vacation days, sick leave, and holidays.
• Opportunities for professional growth and development, with ongoing training and development programs.
• A positive and inclusive work environment, with a focus on employee well-being and safety.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional results and driving business growth, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at blithequark, you will be part of a dynamic team that is dedicated to providing outstanding customer service and unparalleled technical expertise. With a competitive compensation package, ongoing training and development programs, and a positive and inclusive work environment, this is an opportunity not to be missed. Apply now to join our team and take your career to the next level!