Customer Service Representative
CSN Collision Centres, Canada

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.

Primary Objectives 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 Estimating systems for requests and monitor for assignments, make notes when assignments are received and follow up with customers within 24hrs 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 (pickup packages).
• Receive payments from customers, insurance companies and third-party payors.
• Create files/invoices for repairs, towing bills
• Perform APU searches for Insurance price matching.
• Update insurance company on repair date, repairs, deductible.
• ARMS Updates
• Check on supplements and inform customers.
• Assist with coordinating Sublet bookings.
• Pre-close/close jobs
• Direct all outside companies to the proper area for delivering parts.
• Office administration
• Work with co-workers in a professional and kind manner.
• Other duties as required. Office organization, cleaning.
• 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.
• Have up to date WHMIS training, knowledge of Information Security PIPEDA
• Other duties as required.
• Must abide by our safety program, including the use of personal protective equipment as appropriate

Requirements

• 3 to 5 Years experience, automotive parts experience is preferred
• 3-5 years of experience handling warranty claims
• Working Knowledge of the ARMS system, Mitchell and Audatex, 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
• Attention to detail and high degree of Accuracy.
• Customer Service Oriented
  

On-the-Job Exposure to the following elements:

• Fumes
• Dirt
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise

Benefits

Job Rewards and Benefits