Csr (Customer Service Representative)

3 months ago

North York, Canada 7 auto collision Full time

A Collision Auto Body Shop Customer Service Representative serves as the primary point of contact between the auto body shop and its customers. This role is responsible for providing exceptional customer service, managing customer inquiries, and ensuring a positive experience for clients throughout the repair process.

Key Responsibilities:
1. Customer Interaction: Greet customers in a friendly and professional manner.
Listen to customers' concerns, questions, and requirements.
Assist customers with filing insurance claims and understanding the repair process.

2. Scheduling and Appointments: Schedule appointments for vehicle assessments, repairs, and pickups.
Coordinate with the shop's repair team and provide customers with accurate repair timelines.

3. Estimation: Explain the repair estimation process to customers and provide initial cost estimates.
Coordinate with the estimator or appraiser to ensure thorough vehicle assessments.

4. Communication: Maintain regular communication with customers to provide updates on the repair status.
Address any concerns, changes, or delays promptly and professionally.

5. Insurance Liaison: Work closely with insurance companies to process claims efficiently.
Ensure proper documentation and communication for claim approvals and payments.

6. Parts and Materials: Coordinate with the parts department to ensure timely delivery of required materials and parts.
Communicate any delays in parts procurement to customers.

7. Quality Assurance: Inspect vehicles upon completion to ensure the repair work meets quality standards.
Provide customers with detailed explanations of the repairs and any warranties offered.

8. Documentation: Maintain accurate records of customer interactions, estimates, repair orders, and invoices.
Update customer profiles with relevant information and repair history.

9. Payment and Invoicing: Provide customers with detailed invoices and explain the billing process.
Assist in processing payments and collecting deductibles or co-payments as required.

10. Customer Satisfaction: Conduct follow-up calls or surveys to gauge customer satisfaction and address any concerns.
Strive to resolve any issues to ensure customers are satisfied with the service.

Qualifications:

- High school diploma or equivalent; additional education or training in customer service is a plus.
- Strong communication skills and the ability to explain technical information to customers in a clear and understandable manner.
- Knowledge of the auto repair industry, collision repair procedures, and insurance processes.
- Excellent interpersonal skills, patience, and a customer-oriented mindset.
- Organizational skills and the ability to multitask in a fast-paced environment.
- Computer proficiency for managing customer records and communication.
- Attention to detail and a commitment to quality customer service.
- Previous experience in a similar role or within the automotive industry is a plus.

A Collision Auto Body Shop Customer Service Representative plays a crucial role in ensuring customer satisfaction and maintaining the shop's reputation for high-quality work. This position requires a combination of technical knowledge, strong interpersonal skills, and efficient organization to provide the best service to customers and facilitate the repair process.

**Job Types**: Full-time, Permanent

Pay: From $16.50 per hour

Additional pay:

- Commission pay

**Benefits**:

- On-site parking
- Store discount

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Automotive repair: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

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