Collision Customer Service Representative (CSR)

Collision Customer Service Representative — Ficarro's Collision | Ewing, NJ

About Ficarro's Collision Ficarro's Collision is an I-CAR certified, independent auto body shop in Ewing, NJ serving the greater Mercer County area. We're known for our commitment to quality workmanship, transparent communication, and building lasting relationships with every customer we serve. We work with all major insurance carriers and hold OEM certifications with Ford and Subaru, among others.

The Role We're looking for an experienced Collision Customer Service Representative to be the primary point of contact for our customers from the moment they walk in the door to the moment they drive away. This is a relationship-first role — you're the voice of the shop, and your ability to communicate clearly and compassionately directly impacts how customers feel about their experience.

What You'll Do

• Greet and check in customers, capturing vehicle and claim information accurately
  
• Manage customer communication throughout the repair process — proactive updates by phone, text, or email
  
• Coordinate with estimators, technicians, and the parts team to track repair timelines and flag delays before they reach the customer
  
• Serve as a liaison with insurance adjusters — facilitating supplement approvals, documentation, and claim status updates
  
• Assist with rental car coordination and transportation logistics
  
• Walk customers through completed repairs at vehicle delivery and process final payments
  
• Maintain accurate records in shop management software (CCCIS/CCC ONE experience a plus)
  
• Support a bilingual customer experience (Spanish-speaking candidates strongly encouraged to apply)
  

Requirements

What We're Looking For

• 3–5 years of experience in a collision repair customer service or front office role
  
• Strong working knowledge of the insurance claims process and DRP operations
  
• Comfortable working in a fast-paced, independent shop environment
  
• Excellent verbal and written communication skills
  
• Professional, empathetic, and composed under pressure
  
• Familiarity with shop management platforms (CCC ONE, Mitchell, etc.) preferred
  
• Bilingual English/Spanish is a significant plus given the shop's bilingual presence
  

Schedule & Compensation

• Monday–Friday, 8:00 AM – 5:00 PM
  
• Competitive salary commensurate with experience (provide range once confirmed with client)
  

Benefits

Benefits:

• Overtime
• 401K
• Health insurance
• On-the-job training
• Paid time off

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office