Autobody Collision Customer/Client Service Representative, Oshawa

Summary The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR’s goal is to ascertain the customer’s needs and determine how best to meet them and provide them with viable options and cost‑effective solutions. The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers.

Responsibilities

Process customers in person, on the phone and electronically in a professional manner.

Keep customers updated throughout the process, working with team members to get status updates to communicate to the customer.

Answer all inquiries and explain all insurance related processes and needs to customers.

Outline the customer touchpoints and follow through.

Ensure primary method for communication is acquired, and followed (phone, email, text)

Monitor estimating systems for requests and assignments; make notes when assignments received and follow up with customers within 24 hrs to book appraisal appointment, confirm drivability, towing etc.

Import assignments into estimating system, include 3rd‑party appraisals and enters all administrative data (dates).

Schedule and book insurance or private repair appointments by the hours of the job being repaired.

Explain to customers rental eligibility and book them as required.

Verify deductibles and communicate to customer.

Prepare all necessary paperwork for claims (drop packages and pickup packages).

Receive payments from customers, insurance companies and third‑party payors.

Create files/invoices for repairs, towing bills, rental bills.

Update insurance company on repair date, repairs, deductible.

ARMS updates.

Check on supplements and inform customers.

Assist with coordinating sublet bookings.

Pre‑close/close job.

Office administration.

Work with co‑workers in a professional and kind manner.

Post invoices, scan to management system, cost management.

Management system organization and updating dates and notes, track calls per claim.

CSI– managing reviews and facilitating with customers to attain Google reviews post repair.

Maintain up‑to‑date WHMIS training, knowledge of Information Security PIPEDA.

Abide by our safety program, including the use of personal protective equipment as appropriate.

Valid driver’s license.

Other duties as required.

Qualifications, Experience and Other Requirements

3 to 5 years’ experience, automotive parts experience preferred.

3‑5 years of experience handling warranty claims.

Working knowledge of the ARMS system, Mitchell, Qapter, Collision Link and Progi Parts to source value pricing or any other inventory management system.

Personal Attributes

Organizational skills/time management: strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously.

Communication style: tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English, with the ability to communicate and interact effectively with co‑workers.

Collaborator: able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types, applying diplomacy to reach win‑win resolutions.

Conflict management: frames discussions positively, takes action to resolve conflict, while minimizing tension.

Problem solving: has a critical thinking approach to problem‑solve and is a forward thinker.

Flexible thinking: considers problems from all new perspectives and can expand on the thinking or solutions proposed by others. Adapts to new ideas and initiatives relevant to own area of work.

Independent: works well in a fast‑paced environment, self‑motivated, and works independently without close supervision but recognizes the need to communicate information when it benefits the process and team members.

Attention to detail and high degree of accuracy.

Customer service oriented.

On-the-Job Exposure

Normal office conditions.

Proper use of computer equipment.

Restroom cleaning products.

Noise.

Frequently required to bend, crouch and reach.

Benefits Benefits:

Extended health care and dental, LTD insurance, life insurance.

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