Customer Service Representative - Collision & Glass

The Jim Pattison Auto Group•Winnipeg, MB

23h•Onsite

About The Position

We are seeking an experienced and customer-focused Bodyshop Customer Service Representative to join Jim Pattison Collision & Glass. The ideal candidate will have collision repair industry experience and a strong background in customer service, with the ability to guide customers through the repair process while delivering a professional and reassuring experience. This role is the primary point of contact for customers throughout the repair journey, requiring excellent communication skills, attention to detail, and the ability to manage customer expectations in a fast-paced environment.

Requirements

Previous experience in a collision repair facility, automotive service department, or bodyshop environment preferred.
Experience as a Bodyshop CSR, Service Advisor, Customer Service Representative, or similar customer-facing automotive role.
Strong understanding of the collision repair process and customer journey.
Proven ability to manage customer expectations and provide solutions in challenging situations.
Excellent verbal and written communication skills.
Strong organizational skills with the ability to prioritize multiple tasks.
Professional, patient, and customer-focused approach.
Ability to work effectively in a team environment.
Successful candidates to submit a satisfactory Driver’s Abstract.

Nice To Haves

Experience working with insurance claims and repair processes is an asset.

Responsibilities

Acting as the body shop’s front-line customer relations and service representative, the Customer Service Representative is responsible for delivering an exceptional customer experience while providing administrative support to the repair facility team.
The CSR plays a critical role in ensuring clear communication, customer confidence, and alignment between customers, technicians, estimators, insurance partners, and management throughout the repair process.
Serve as the primary point of contact for customers from vehicle intake through repair completion, providing timely updates on repair status, timelines, approvals, and any changes.
Guide customers through the repair process by clearly explaining procedures, estimates, insurance-related information, and next steps.
Build strong customer relationships through empathy, professionalism, effective communication, and proactive problem-solving.
Manage customer expectations and resolve concerns using sound judgment, patience, and effective de-escalation techniques.
Coordinate appointments, vehicle intake, documentation, and customer communications to support an efficient repair workflow.
Collaborate with estimators, technicians, insurance representatives, and management to ensure a seamless customer experience.
Maintain accurate customer records and follow up as required.
Consistently deliver a high standard of service in a fast-paced collision repair environment.