CollisionRight

• Interact with customers via phone, email, and/or chat to schedule, confirm, and modify repair appointments. • Accurately gather and document customer information within our scheduling system. • Coordinate with our repair facilities to ensure optimal customer experience and minimize appointment conflicts. • Utilize scripts and templates to maintain consistent communication while personalizing interactions to enhance customer experience. • Consistently meet or exceed established quality metrics, including accuracy, professionalism, and customer satisfaction. • Ensure adherence to attendance by reliably reporting to work on time and minimizing unscheduled absences. • Meet overall performance metrics, such as, call handling time, utilization, and first-call resolution. • Actively participate in team meetings, 1:1s, coaching, and training sessions. • Analyze complex situations, think critically, and use problem-solving skills to identify root causes and implement solutions that satisfy customer needs. • Display empathy, patience, and active listening to build rapport and maintain a positive customer experience. • Handle multiple customer interactions simultaneously while maintaining a high level of professionalism and attention to detail. • Take overflow calls for repair facilities when applicable to assist in managing high call volumes and maintaining customer satisfaction. • Stay updated on company policies, procedures, products, and services, and adapt to changes in a dynamic and evolving environment. • Collaborate with colleagues, supervisors, and other departments to resolve customer issues that require cross-functional support. • Demonstrate a positive attitude and professionalism in all interactions, fostering a collaborative team culture and maintaining a supportive, customer-focused environment.