Exceptional Customer Service Representative Opportunity at K-ceps Auto Body, Ohio's Premier Certified Collision Repair Center!
Are you an organized, energetic, and proactive communicator who loves delivering a world-class guest experience? Join our expanding team at K-ceps Auto Body, Ohio’s leader in Certified Collision Repair! We are experiencing consistent record-breaking sales growth and need a standout Customer Service Representative (CSR) to run the front office and command the administrative flow at our 15,000 sq ft state-of-the-art facility located just northeast of Cincinnati.
The CSR is the ultimate communication hub of our entire operation. You will own every single touchpoint between our guests, insurance carriers, estimators, and production. We are looking for an empathetic, detail-obsessed professional who thrives in a fast-paced environment and refuses to let any detail slip through the cracks. K-ceps proudly holds an impressive 22 OEM Certifications, including exclusive Highline certifications from Bentley, Lamborghini, Ferrari, Porsche, Tesla, Lucid, Jaguar-Land Rover, and Rivian!
If you want to build a career with a family-owned organization that prioritizes quality, safety, and integrity, we want to hear from you.
Core Responsibilities & Duties:
- The Ultimate Guest Experience: Warmly greet every single guest immediately upon arrival (stand up, make eye contact, and acknowledge within 30 seconds). Ensure our front office and beverage station are immaculate and guest-ready every day.
- Proactive Guest Communication: Own the update process by keeping vehicle owners fully informed via their preferred method (text, email, or phone). Our standard is simple: no guest should ever have to call us to check their vehicle's status.
- Daily Call Protocol (Non-Negotiable): When a vehicle is disassembled and waiting on insurance approval, you will call the guest every single day to provide updates, transferring claim urgency directly to the customer and insurance carrier.
- Enterprise ARMS Management: Update the Enterprise ARMS system three times daily (morning, midday, and end of day) with highly specific, actionable notes.
- Administrative & Estimate Support: Perform line matching of incoming insurance estimates to identify discrepancies for the back-end team. Ensure all signed authorizations are secured electronically before vehicles enter production.
- Sublet & Intake Coordination: Schedule all sublet procedures (alignments, ADAS calibrations, glass, etc.) and coordinate timing with production. Map and photograph prior damage at check-in.
- Financial Discipline: Actively follow up on aging accounts receivable. Verify all payments are confirmed and received before delivery, and pre-close repair orders (ROs) accurately so they close at the moment of vehicle handoff.
Required Skills & Behavioral DNA:
- Technical Literacy: High comfort level navigating software; experience with CCC ONE and Enterprise ARMS is a massive advantage.
- Plain-Language Communicator: Ability to translate complex technical "shop talk" into warm, guest-friendly explanations.
- Financial Comfort: Confident and professional when discussing money, deductibles, and outstanding payments with guests and insurance representatives.
- Organization-Obsessed: Capable of managing administrative tasks and timelines for 30–50+ active repair orders simultaneously without breaking a sweat.
- Proactive Ownership: You don't wait for things to happen or point fingers; you actively seek solutions and own the customer's journey.
Education & Experience:
- High school diploma or general education degree (GED) preferred.
- Proven experience in a front office, administrative, or customer service role required.
- Prior experience in the collision repair, automotive, or insurance industry is highly preferred.
What We Offer:
- Comprehensive, structured onboarding support and hands-on system training to guarantee your success.
- Clear pathways for professional development, certification, and career advancement.
- Competitive salary with performance bonuses tied to team results.
- A diverse, comprehensive benefits package for full-time employees, including:
- Medical, Dental, and Vision insurance
- 401(k) with company matching
- Supplemental insurance and Life insurance
- Paid vacation and personal time off (PTO)
- Employee assistance program and employee discounts
- A team-oriented, supportive, and energetic work environment.
Schedule & Location:
- Monday to Friday (8-hour shift)
- Work Location: In person
- Location: Cincinnati, OH 45241 (Required to commute or relocate before starting)
To Apply:
Please submit your resume via Indeed to take the first step toward joining our premier Cincinnati team!
EOE M/F Drug-Free Workplace
Pay: $45,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Do you have experience in the usage of collision repair management systems (CCC, Audatex, or Mitchell)?
- Do you have previous experience in the collision repair industry?
Work Location: In person
