Customer Experience Manager - Body Shop

Customer Experience Manager (CEM) - Body Shop

Summary

Assist the estimator and body shop manager by leading customers through the process of vehicle repair after an accident. Act as the liaison between the customer, the insurance company and the parts vendors to ensure the repair process goes smoothly and is completed correctly. This position is the vital point of connection between the customer and the Collision center, with outstanding customer service as its highest priority.

Hours: Monday – Friday, 9:00 AM – 2:00 PM.

Type: Part Time

Pay: $15-$18

Benefits

• 401(k) – with employer contribution
• Employee discount
• No evening or weekend work

Essential Duties

• Answer phone with an energetic, and welcoming attitude.
• Give Customers a great greeting both on the phone and in person.
• Listen to customers and clearly translate repair needs.
• Answer phone & schedule repair estimates and appointments.
• Create files (CCC Files, Tekion RO’s) & organize documents.
• Oversee the Body Shop accounts receivable schedule.
• Follow up on each repair and keep customers informed of progress.
• Assist Estimator with office duties.
• Notify customers when vehicles are ready for pick up.
• Review and explain repairs and associated costs with customers.
• Handle minor customer concerns and complaints.
• Keep Body Shop Manager informed of all problems and potential problems.
• Cashier customers.
• Handle the logistics of vehicle transfers and towing.
• Write and close repair orders.
• Give Customers a Fantastic Farewell.
• Other tasks as assigned.

Qualifications

• Superb communication skills, both written and over the phone.
• Skilled in customer service.
• Strong computer skills.
• High school diploma or GED
• Valid Driver’s License

Lighthouse Employees Core Behaviors

We expect our employees to do their best to follow these with a great attitude.

• Create Customers for Life
• Share Lighthouse “love”
• Greet and engage guests
• Build open and honest relationships
• Balance truth and grace
• Forgive
• Know when to lead and when to follow
• Have fun delivering quality work
• Pursue learning and growth
• Be humble
• Own the problem
• Be a positive team player
• Give my best
• Treat everyone with dignity and respect
• Support and hold each other accountable
• Be mindful of my well-being
• Maintain a healthy balance between work, family, community, church.

Lighthouse Buick GMC Strategic Values

We recognize these strategic values as critical to our business success and are listed below in order of importance.

1. Principles – the Bible will be our compass and our guide.
2. Ethics – the implementation of Biblical Principles as demonstrated by Jesus Christ.
3. Employees – create an atmosphere where people like to come to work.
   1. Human Resources - we are committed to ongoing training, leadership development, retaining our talent, recruiting the best talent in the business and identifying and correcting under-performers.
   2. Safety – provide a safe, clean environment for our employees and customers.
4. Customers – exceed customer expectations and we will grow “Customers for Life.”
   1. Do the right thing because it’s the right thing to do.
   2. Quality – to be the Number One organization in our customer’s experience in sales and service.
5. Profit – we are committed to perpetuating this business into and through the next generation, for the long-term benefit of all of our families within the organization. Profitability is the outcome of the measurable results of our efforts in the above values.
   1. Innovation – being committed to considering new ways we do things in order to attain our “stretch goals.”
   2. Growth and expansion through service and product diversity.