Job Title: CUSTOMER SERVICE REPRESENTATIVE Position Purpose: To ensure customers receive efficient and professional claim service assistance with regard to any glass problems on his/her vehicle. Job Responsibilities: • Answer incoming calls and return phone messages to assist customers. • Initiate phone calls to insurance companies on behalf of customers to set up their rock chip claim. • Invoice work orders to insurance companies and to customers. Refund invoices when applicable. • Print and review detailed sales reports at close of each day. • Print and review the daily work order reconciliation report for previous day. • Process all credit card payments. • Follow up on open work orders daily. • Verify from original documents that all claims have been processed. • Communicate with customers who requested service during an unavailable period. • Send no coverage, no contact and final notice letters to customers when applicable. • Research and solve all customer problems or complaints. • Research and process collection calls. • File original work orders, customer letters, and invoices. • Follow all policies and procedures as outlined in the Employee Handbook. • Other duties as requested or assigned, including vehicle maintenance when needed. Job Requirements/Competencies: • Basic computer skills for accurate data entry. • Communication skills required to assist customers. • High energy, self starter. • Organizational skills to complete tasks in a timely manner. • Weekend work and some holiday work required. Education/Experience: High school diploma with 2 years customer service related experience in an automotive field; bilingual is a plus.