Csr - Customer Service Representative - Scarborough, Canada - Fix Auto

Fix Auto

Verified Company

Scarborough, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

'''Duties'''-
Insurance Liaison: Serve as the primary point of contact between the auto repair shop and insurance companies, facilitating smooth communication and documentation exchange.
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Estimation Assistance: Assist clients in understanding the repair estimation process, including explaining insurance coverage details and providing accurate cost estimates.
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Appointment Scheduling: Efficiently manage appointments for repair work, ensuring optimal utilization of shop resources and timely completion of projects.
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Claim Processing: Aid clients in navigating the insurance claim process, including gathering necessary documentation and assisting with claim submission.
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Follow-Up Communication: Maintain regular communication with clients throughout the repair process, providing updates on the status of their vehicles and addressing any concerns or inquiries promptly.
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Quality Assurance: Conduct thorough quality checks on completed repair work to ensure that all customer expectations and insurance standards are met.
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Conflict Resolution: Address any customer complaints or disputes with empathy and professionalism, striving to achieve satisfactory resolutions for all parties involved.
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Documentation and Record-Keeping: Maintain accurate records of customer interactions, repair orders, insurance claims, and other relevant documentation for future reference and auditing purposes.
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Continuous Improvement: Stay updated on industry trends, insurance regulations, and best practices in customer service to enhance the overall service experience and drive customer satisfaction.
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Team Collaboration: Collaborate effectively with other team members, including technicians and administrative staff, to streamline processes and deliver exceptional service to clients.
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Upselling and Cross-Selling: Identify opportunities to upsell additional services or products to clients, such as maintenance packages or upgrades, to maximize revenue and enhance customer value.
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Safety Compliance: Ensure compliance with all safety protocols and regulations within the auto repair shop environment, prioritizing the well-being of customers and staff members alike.
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Claims Documentation Management: Collect, organize, and submit all necessary documentation required by insurance companies for processing claims, including repair estimates, photographs, and accident reports.
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Negotiation and Advocacy: Advocate on behalf of clients during negotiations with insurance adjusters to ensure fair and accurate settlements for repair costs and related expenses.
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Policy Interpretation: Interpret insurance policies and coverage details for clients, explaining deductibles, coverage limits, and any applicable exclusions or endorsements that may affect the repair process.
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Authorization Coordination: Obtain authorization from insurance companies for repair work, coordinating approvals for necessary repairs and parts replacements within specified coverage limits.
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Claim Status Updates: Regularly communicate with insurance providers to track the progress of claims, follow up on pending approvals, and expedite processing to minimize repair delays for clients.
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Supplemental Claims Handling: Assist in handling supplemental claims for additional repairs or unforeseen damages discovered during the repair process, ensuring timely submission and approval from insurance companies.
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Dispute Resolution Assistance: Mediate disputes between clients and insurance companies regarding claim settlements, providing documentation and evidence to support clients' claims for fair compensation.
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Compliance with Insurance Guidelines: Adhere to all requirements and guidelines set forth by insurance companies regarding repair procedures, documentation standards, and billing practices to maintain good standing and foster positive relationships.
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Claims Auditing Support: Assist insurance auditors during claim audits by providing access to relevant records, invoices, and documentation to verify the accuracy and legitimacy of repair charges.
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Provider Network Coordination: Collaborate with insurance company representatives to ensure the auto repair shop is included in their preferred provider networks, facilitating streamlined claims processing and referrals.
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Educational Resources: Provide clients with educational resources and guidance on navigating the insurance claims process, including tips for maximizing coverage benefits and understanding their rights as policyholders.
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Feedback Collection: Solicit feedback from clients regarding their experiences with insurance claims processing, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction and retention.

'''Requirements'''