Front Office Coordinator

3 days ago

Bathurst, Australia CARSTAR Canada Partnership, LP. Full time
Job Summary

The Front Administrator/Customer Service Representative is the first point of contact for customers and visitors to our CARSTAR store. This role is responsible for creating a welcoming atmosphere that fosters a high level of service. The successful candidate will be the main point of contact for customers and will assist the Appraiser, Production Manager, and Owners with various tasks and reports.

Key Responsibilities
  • Provide exceptional customer service and greet customers in a friendly and professional manner.
  • Utilize the CARSTAR VAS (appraisal sheet) to capture customer information and determine their needs.
  • Notify the appraiser of customer needs and introduce them to the customer.
  • Generate a Mitchell ABS-Administrative Repair order for all vehicles being scheduled in or left for repairs.
  • Pre-arrange and book rental cars for all incoming or dropped-off vehicles.
  • Direct towing companies to move vehicles to the correct location and notify the Production Manager.
  • Assist customers with obtaining contents when a vehicle is a total loss.
  • Perform follow-up calls for all work performed, 7 days after delivery, and use the delivered vehicle report from Mitchell ABS.
Daily Duties
  • Review and ensure all vendor and supplier credits are received and processed at the end of each week.
  • Review and ensure all parts invoices were entered and posted properly by the Production Manager in the management system at the end of each business day.
  • Print off a production meeting report for the next morning meeting.
  • Handle all phone traffic in a polite, courteous, and cheerful manner.
  • Screen business calls and book appointments in the Owner's personal calendar.
  • Meet with the Production Manager daily to review production meeting notes.
  • Update each Repair Order with notes as needed based on report findings.
  • Follow up with all customers with a planned delivery for that day, provide a target time to pick up, and ensure all files are deductible and/or betterment charges are confirmed.
  • Follow up with all customers with work-in-process vehicles and provide an update as per customer request.
  • Update all dates in the Management system as needed daily.
  • Update rental car companies by phone daily of all vehicles on site-planned delivery date.
  • Update the Enterprise arms rental car portal daily.
  • Manage all incoming calls from customers inquiring about their repair.
  • Create all customer release packages, including a final accurate repair invoice, insurance company warranty, CARSTAR National Warranty, Net promoter Card, paint company warranty, and separate parts warranty when applicable.
  • Notify all customers when a vehicle has been deemed a total loss.
  • Refer all customer concerns to the Appraiser, utilizing a CQS concern report sheet and providing it to the Appraiser for discussion with the customer.
  • Maintain the IOU process and run a report weekly for customer follow-up completion.
  • Perform follow-up calls for all work performed, 7 days after delivery, and use the delivered vehicle report from Mitchell ABS.
Cashier Front Reception Area Duties
  • Invoice all repair orders to the customer, fleet, or insurance company as per guidelines.
  • Collect and record payment for completed jobs in Mitchell ABS daily.
  • Ensure final signature picking up a vehicle is completed.
  • File all paperwork accurately.
  • Disburse, record, and/or display customer reply cards upon receipt from CARSTAR corporate.
  • Ensure the reception desk tops do not contain storage racks, store all files in drawers (except for the file being worked on), and ensure the work area is organized and tidy at all times.
  • Ensure the reception area tables are cleaned off after customers leave, position the point of sale and magazines back to their place as needed.
  • Complete a POS batch header report at the end of each business day.
  • Follow up on account receivables daily.
  • Complete an update account receivable report for Mila weekly.
  • Ensure clocks are changed, notify the shop maintenance person when the front floors and mats need maintenance.
  • Manage the invoice process and properly control, organize, and report payables to Mila weekly.
Experience/Skill Requirements
  • Experience providing customer service in a service or retail environment.
  • Functional/Technical knowledge:
    • Microsoft Office Software (Word, Excel, Outlook) – intermediate.
    • Management system experience Mitchell – requirement.
    • Experience with Collision Repair Estimating and/or Management systems a plus.
    • TIME MANAGEMENT essential – prioritize your day and delegate duties when needed, discuss with the Owner when your department is overwhelmed, and he will assist in getting the process back on track.
    • Work independently without close supervision.
    • Flexible/adaptable to constant change.
    • Strong tact and diplomacy; ability to interact with all levels of personnel.
    • Highly organized; ability to handle multiple concurrent assignments.
    • Ability to prioritize, organize, and plan work under your own initiative.
    • Strong communication skills (reading, writing, speaking, listening).
    • Quality-driven individual with a Customer Service Perspective.
    • Motivated, follows instructions.
    • Ability to work independently with minimum supervision.
    • Works well under pressure.
    • General Physical Skills (sitting for long periods, lifting ~ 10 pounds).
    • Repetitive motion.
    • Ability to use a telephone.

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