Customer Service Representative - Collision Repair

CSN Collision•Guelph, ON

1d•Onsite

About The Position

The customer 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.

Requirements

3 to 5 Years of experience in customer service, accounts payable and receivables is an asset.
3 to 5 years of experience, automotive parts experience is preferred
Working Knowledge of the ARMS system, Mitchell and Reynolds, Collision Link and Progi Parts to source value pricing or any other inventory Management system will be an asset.
Valid Driver’s license

Nice To Haves

3 to 5 Years of experience in customer service, accounts payable and receivables is an asset.
3 to 5 years of experience, automotive parts experience is preferred
Working Knowledge of the ARMS system, Mitchell and Reynolds, Collision Link and Progi Parts to source value pricing or any other inventory Management system will be an asset.

Responsibilities

Handle inquiries from customers and vendors via phone, email, and in person.
Maintain a professional and positive approach, provide updates throughout processes, and resolve issues promptly to ensure smooth account and claim management.
Accurately enter invoices, post payments, create repair and towing invoices, and maintain up-to-date financial and administrative records.
Receive payments from customers, insurers, and third parties.
Book appraisal, repair, rental, and sublet appointments; confirm drivability and towing needs; coordinate with head office and external partners for documentation and payment processing.
Maintain organized digital and physical filing systems, update management systems with dates and notes, scan and post invoices, and track calls per claim.
Check in courtesy cars, record mileage and condition, and manage warranty parts for corrosion claims.
Explain insurance processes, verify deductibles, prepare claim paperwork, update insurers on repair status, and manage estimating systems, assignments, and supplements.
Ensure clear communication through preferred channels, manage customer touchpoints, facilitate CSI reviews, and maintain compliance with WHMIS and PIPEDA standards.
Assist with office administration, labor flagging, cost management, and other duties as required, including maintaining a clean and organized workspace.