Experienced Customer Service Manager – Automotive Repair Industry Liaison and Customer Satisfaction Expert

Introduction to blithequark At blithequark, we pride ourselves on being a leading force in the automotive repair industry, dedicated to providing exceptional customer service and unparalleled repair quality. Our team is built on a foundation of expertise, integrity, and a passion for delivering outstanding results. As we continue to grow and expand our operations, we are seeking an experienced and highly skilled Customer Service Manager to join our dynamic team. If you have a proven track record of success in customer-facing roles, a keen eye for detail, and a talent for building strong relationships, we want to hear from you. Job Overview The Customer Service Manager at blithequark serves as the primary liaison between our company, our valued customers, and insurance companies. This critical role requires a unique blend of marketing, sales, and technical expertise to ensure seamless communication and exceptional customer satisfaction. As a key member of our team, you will be responsible for working closely with our repair and teardown technicians to develop accurate and agreed-upon scopes of repair, managing customer expectations, and driving business growth through effective sales and marketing strategies. Key Responsibilities Respond promptly to customer inquiries, providing clear explanations of the repair process and managing expectations throughout the duration of the project Secure authorization and signatures on all required documents, either directly with customers or through our Customer Service Assistant (CSA) Verify the accuracy and completeness of all check-in information in our CCC Information Service (CCC1) system Prepare comprehensive and agreed-upon repair scopes with technicians, insurers, and customers, ensuring complete and accurate estimates Promptly notify our CSA when estimates are complete and authorized, and respond to customer, insurer, or employee inquiries in a timely and professional manner Maintain meticulous documentation in the RO File and ICM, balancing the RO File daily to include credits and outstanding invoices Personally inspect vehicles and sign off on QC sheets before delivery, ensuring the highest standards of quality and customer satisfaction Schedule and deliver vehicles to customers, soliciting feedback and referrals to drive future business growth Maintain production standards, accounts receivable, and financials as set forth by management, adhering to the standards outlined in our ICC Employee Handbook Essential Qualifications To be considered for this exciting opportunity, you will need to possess the following essential qualifications: Proven experience in a customer-facing role, preferably in the automotive repair industry Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, insurers, and colleagues Strong technical knowledge of automotive repair processes and procedures Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing deadlines Highly organized and detail-oriented, with excellent time management and problem-solving skills Proficiency in our CCC Information Service (CCC1) system and other relevant software applications Preferred Qualifications While not essential, the following preferred qualifications will be highly regarded: Previous experience in a management or supervisory role, with a proven track record of success in leading high-performing teams Industry-recognized certifications or training in automotive repair, customer service, or a related field Experience with sales and marketing strategies, with a talent for driving business growth and expanding customer relationships Strong analytical and problem-solving skills, with the ability to interpret complex data and develop effective solutions Skills and Competencies To succeed in this critical role, you will need to possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, insurers, and colleagues Technical knowledge of automotive repair processes and procedures, with the ability to develop accurate and agreed-upon scopes of repair Strong organizational and time management skills, with the ability to prioritize multiple tasks and manage competing deadlines Attention to detail and a commitment to quality, with a focus on delivering exceptional customer satisfaction and driving business growth Ability to work in a fast-paced environment, with a talent for adapting to changing circumstances and prioritizing multiple tasks Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the ongoing development and growth of our team members. As a Customer Service Manager, you will have access to a range of training and development opportunities, including: Industry-recognized certifications and training programs Leadership development and mentoring opportunities Regular performance feedback and coaching Opportunities for career advancement and professional growth Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment, built on a foundation of respect, integrity, and open communication. As a member of our team, you can expect: A collaborative and dynamic work environment, with a focus on teamwork and mutual support A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace culture Regular team-building and social events, with opportunities to connect with colleagues and build strong relationships A focus on work-life balance, with flexible working arrangements and a commitment to employee well-being Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your career growth and well-being. These include: A competitive salary and bonus structure Comprehensive health and dental insurance Retirement savings plan and matching contributions Paid time off and vacation leave Opportunities for professional development and career advancement Conclusion If you are a motivated and experienced customer service professional, with a passion for delivering exceptional results and driving business growth, we want to hear from you. At blithequark, we offer a dynamic and supportive work environment, with opportunities for career growth and professional development. Apply now to join our team as a Customer Service Manager and take the first step towards an exciting and rewarding career in the automotive repair industry.