Call Center Representative II

Service Center

CSCS TX

Job Summary

Contacts potential and current customers and solicits sales by telephone and provides the highest standard of professionalism and courtesy to resolve customer questions and problems

Shifts available:

• 10am-7pm M-F
• 11am-8pm M-F
• Additional shifts available that include weekends

Monthly Bonus opportunity!

Essential Job Duties

• Will to execute one or more skills from Web Chat, Market Segmentation, Customer Cases
  • Market Segmentation
  • Customer Cases – escalated customer calls
  • Web Chat – Creates online dialogue with current prospective customers
• Using ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads. Following up on second chance opportunities.
• Following established guidelines to generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system.
• Contact Insurance Representatives to determine coverage and liability.
• Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals. Must be able to listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner.
• Resolve first-tier customer questions, concerns and complaints.
• May also handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues.
• Other duties as assigned

Skill/Requirements

• High School diploma or GED
• Minimum 2-4 years of customer service or sales experience
• Oral communication skills
• Customer/client orientation
• Problem-solving skills

BENEFITS OF JOINING CALIBER

• Benefits from day one – Immediately eligible for medical, dental and vision
• Industry Comparable Pay – Paid weekly
• Paid Vacation & Holidays – Begin accruing day 1
• Career growth opportunities – We promote from within!

About Caliber

Caliber is a purpose driven company. With over 25 years in the automotive services industry, we lead through our core values and our purpose of Restoring You to the Rhythm of Your Life.   Providing opportunities for all our teammates to reach their full potential and delivering on our commitments to our clients and customers.

Restoring the Rhythm of Your Life begins with our teammates. We do the right thing by offering a robust benefits package including day-one benefits (medical, dental, vision, 401K), vacation plans to support work-life balance, leadership development programs and coaching, career growth opportunities, and exposure to multiple business models in the automotive space.

We know that you are our most valuable asset and supporting and driving your professional growth is important to us.  Welcome to the next stop on the road in continuing with a rewarding career with Caliber Collision!

PHYSICAL REQUIREMENTS:

The position entails remaining in a stationary position, either sitting or standing, for prolonged periods, which requires flexibility and endurance in maintaining such postures throughout the workday. Extensive use of computer screens and telephones is crucial, necessitating good manual dexterity for efficient typing and software navigation, along with clear speech and hearing for effective telephonic communications. Additionally, the role demands the ability to manage and appropriately respond to interactions with customers exhibiting a wide spectrum of emotional states, calling for mental resilience and emotional intelligence.

WORK ENVIRONMENT:

This role is situated in a vibrant office environment where the noise levels can vary from moderate to loud, reflecting the lively nature of our operations. Being around a significant number of colleagues, the position is set in a team-oriented and highly interactive atmosphere, where collaboration and personal interaction are prevalent. Teammates are expected to engage with customers, experiencing a broad range of emotions, from satisfaction to distress. Maintaining professionalism, empathy, and patience in every customer interaction is paramount in ensuring positive outcomes and sustaining customer satisfaction.