Bilingual Auto Body Case Manager

BILINGUAL AUTO BODY CASE MANAGER

Full job description
The Case Manager is responsible for providing an exceptional customer experience. They manage working relationships with customers and law firms throughout the vehicle repair process.

Job Responsibilities:
Excellent customer service skills, must be bilingual.
Answer the phone professionally and respond to all voice mails same day, addressing customer inquiries with the appropriate shop team members.
Inform customers and attorneys office of repair process, insurance claim processing.
Communicate any customer expectations, complaints, service issues or other specific requirements learned from the customer or insurance carrier to Estimator and Center Leader.
Capture the business for customers who walk through the door or call for an estimate by establishing customer confidence and trust in our abilities and company. This will include being knowledgeable of our certifications and insurance carrier partnerships.
Follow-up on all Missed Opportunities
Schedule appointments for the Estimator effectively ensuring accurate and timely calendar updates.
Oversee processing of initial insurance assignments, customer contact/appointment verification.
Ensure all scheduled in repairs are set up the day before to receive the customer: rental car arrangements, create the CCC one file.
Ensure all documents are scanned into the management system.
Confirm customer information is accurate and complete for all communication needed.
Open mail daily and disperse appropriately including invoices and statements.
Ensure lobbies clean and orderly, customer comfort areas stocked.

Skills/Qualifications:

Basic Computer Skills are necessary to navigate company systems & communicate with customers.
Must be able to multi-task in a high-paced environment with a flexible attitude.
The ability to read, understand, and perform written instructions accurately and consistently and to work independently as well as with others in an organized manner.
Behavioral Excellence Required:
Perform all assigned responsibilities according to the Company Standard Operating Procedures.
Adheres to the companys non-disclosure and confidentiality policies concerning customer information.

Salary: Depending on experience
Job Type: Full-time, In Person
Pay: $20.00 - $25.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance