Auto Body Shop Customer Service
Representative (CSR) Job Description
Department: Front Office / Operations
Reports To: Body Shop Manager / Office Manager
Job Type: Part-time 8 AM -1:00 PM
Job Summary
The Customer Service Representative (CSR) is the primary point of contact for our collision center. This
role combines exceptional customer service with hands-on vehicle documentation. The ideal candidate
will greet clients, manage communication with insurance companies, and guide customers through the
repair process. Additionally, the CSR is responsible for documenting initial vehicle damage through digital
photography and performing preliminary pre- and post-repair diagnostic vehicle scans.
Essential Duties and Responsibilities
Customer Support & Communication
• Greet customers warmly in person and handle all incoming phone calls and digital inquiries with
professionalism.
• Act as a liaison between the customer, production team, and insurance adjusters to provide timely updates
on vehicle repair status.
• Explain the repair process, insurance claim steps, payment policies, and estimated completion dates to
customers clearly.
• Schedule appointments for vehicle estimates, drop-offs, and final deliveries.
Vehicle Documentation & Diagnostics (Photos & Scanning)
• Capture detailed digital photos of vehicle damage, VIN plates, odometers, and overall vehicle condition
during the intake process for insurance and internal documentation.
• Perform pre-repair diagnostic scans using specialized automotive scanning tools to identify existing
electronic fault codes (OBD-II scans).
• Perform post-repair diagnostic scans to ensure all vehicle safety systems, sensors, and electronic
components are cleared, calibrated, and functioning correctly before delivery.
• Upload and organize photos and diagnostic scan reports into the shop's management software (e.g., CCC
ONE, Mitchell) and attach them to corresponding claims.
Administrative & Financial
• Create and maintain accurate, organized customer file folders (both physical and electronic).
• Process customer payments, handle deductibles, balance the cash drawer, and assist with basic accounts
receivable tasks.
• Additional light administrative duties as assigned.
• Coordinate rental car setups and vehicle hand-offs for arriving clients.
• Review final paperwork with the customer at delivery, highlighting warranties and ensuring 100% customer
satisfaction.
Qualifications & Skills
• Experience: 1+ years of experience in a customer-facing role; experience in an automotive body shop,
dealership, or insurance claims environment is highly preferred.
• Technical Skills: Familiarity with digital cameras/tablets for professional-grade photography. Ability to learn
and operate automotive OBD-II scanning equipment (training will be provided).
• Software: Experience with collision management software like CCC ONE or Mitchell is a strong plus.
Proficient with basic MS Office.
• Communication: Outstanding verbal and written communication skills with an empathetic, problem-solving
mindset.
• Physical Requirements: Ability to sit at a desk for extended periods and walk out to the shop floor or
parking lot to take photos and scan vehicles in various weather conditions. Must have a valid driver's
license.
