CSR Duties: Answer complex questions from adjusters for title issues, because title clerks don't have time and you are told not to bother the higher paid employees. Field non-stop phone calls from body shops, insurance companies, car owners and members with bidding problems, most are complex questions and the phone does NOT stop ringing.
While doing all of the above you are also expected to watch a second screen of required outbound calls required to schedule pick ups of vehicles. You will need to calculate charges and call adjusters for approvals and issues. If you are doing the above and a call has managed to go " into the green" meaning someone didn't get to it fast enough, management will come out yelling at you to WATCH THE SCREEN!!
While doing all of the above still, you will ALSO have to wait on customers that come in to the counter on a CONSTANT basis to take payments, pick up cars or come to get personals. You will have to put in work orders on a minutes notice and get approval for them, check in mail, keys, do roll changes, etc. You will have to check in buyers wanting to go out on the yard and check in insurance adjusters as well. All of which you get no credit for in your work day.
You will be assigned what they lovingly call " side jobs" to also complete while still doing all of the above.iIf your side job isn't done on time you can't leave for lunch until it is complete, no matter how busy you have been with the other assignments.
At the end of the day no matter how well you performed ALL of the above, you will be judged ONLY by how many calls in your assigned outbound screen you completed. You will be expected to have up 4 screens at a time working at all times.
You are assigned a break but no one cares if you get it or don't. Remember that YOU CANT go to lunch if your work isn't done. So how often do you think people take break? You are grilled once a week on what you DIDN't do on calls for release.
You get no recognition on how many customers you wait on, or how many questions from calls in you field, which takes a TON of your days time. This is not trackable and therefore management thinks doesn't matter to corporate. HOWEVER! You are NOT to let a customer go unassisted and people with in the office try to dodge waiting on customers so they can get more time on the phone lines. You also are NOT to let the phone ring over three times , EVEN if you are at the counter with a customer and everyone else is on another phone.
This job is EXTREME high stress and the expectations are very unrealistic and demanding.
