Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

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.

PRIMARY OBJECTIVE OF THE ROLE

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

• Keep customers updated throughout the process, work 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.

• Ensures primary method for communication is acquired, and followed (phone, email, text).

• Monitor Emails, Estimating Systems for requests and monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc.
• Import assignments into management system.
• Schedule and book insurance or private repair appointments.
• 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).
• Check-in all customer vehicles.
• Receive payments from customers and third-party payors.
• Create files/invoices for repairs, towing bills, rental bills.
• Update insurance companies on repair dates and repairs.
• Update ARMS and ProgiSync on a daily basis.
• Check on supplements and inform customers.
• Assist with coordinating Sublet bookings.
• Work with co-workers in a professional and kind manner.
• Management system organization and updating Dates and Notes, track calls per claim.
• Multi-tasking between systems, emails, phones etc.
• Other duties as required; post invoices, scan to management system.
• Must abide by our safety program, including the use of personal protective equipment as appropriate

Requirements

QUALIFICATIONS

• 3 to 5 years’ Customer Service experience, preferably within the collision industry
• Working Knowledge of the ARMS, Mitchell, QAPTER, BodyShopConnect, and ProgiSync
• Proficiency with Microsoft Office applications
• Excellent math skills
• Excellent interpersonal communication, problem solving and decision-making skills
• Friendly, organized, confident, positive, motivated team player.
• Pays close attention to detail, accuracy and completeness skills.
• Capable of multi-tasking while providing the best customer service.
• Professional appearance & friendly disposition.
• Proficiency in English.
• Ability to work efficiently in a high-pressure environment.

ON-THE-JOB EXPOSURE TO THE FOLLOWING ELEMENTS

• Fumes
• Dirt
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise
• May be required to bend, crouch, and reach

SCHEDULE:

• Monday to Thursday:  8:00 am to 5:30 pm
• Friday: 8:00 am to 5:00 pm

Benefits

WHAT WE OFFER:

• Dental care
• Extended health care
• Vision care

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN (add shop name) continues to grow 

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.  

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. 

Disclaimer: CSN Collision Centres “CSN” does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CSN to provide resumes to this posting or website will be considered unsolicited and will not be considered. CSN will not pay any referral, placement, or other fee for the supply of such unsolicited resumes or information. 

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.