Customer Service Representative

2 weeks ago

St Catharines, Ontario, Canada CSN Collision Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at CSN Collision. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Greet and Process Customers: Greet customers in person, on the phone, and electronically in a professional manner, ensuring a positive first impression.
  • Keep Customers Updated: Keep customers informed throughout the repair process, working with team members to provide status updates and communicate effectively.
  • Answer Inquiries and Explain Processes: Respond to customer inquiries, explain insurance-related processes, and provide clear and concise information to ensure customer understanding.
  • Outline Customer Touchpoints and Follow Through: Identify and follow up on customer touchpoints, ensuring a seamless experience from initial contact to repair completion.
  • Monitor Estimating Systems and Assignments: Monitor estimating systems for requests and assignments, making notes and following up with customers within 24 hours to book appraisal appointments.
  • Schedule and Book Appointments: Schedule and book insurance or private repair appointments, ensuring timely and efficient service.
  • Explain Rental Eligibility and Book Rentals: Explain rental eligibility to customers and book rentals as required, ensuring a smooth experience.
  • Verify Deductibles and Communicate: Verify deductibles with customers and communicate clearly, ensuring transparency and understanding.
  • Prepare Claims Documentation: Prepare all necessary paperwork for claims, including drop packages and pickup packages.
  • Check in Courtesy Cars: Check in courtesy cars after customers return them, recording mileage, gas, and noting any damages.
  • Receive Payments and Create Invoices: Receive payments from customers, insurance companies, and third-party payors, creating files and invoices as required.
  • Update Insurance Company Information: Update insurance company information on repair dates, repairs, and deductibles.
  • ARMS Updates and Supplements: Update ARMS systems and inform customers of supplements and additional work required.
  • Coordinate Sublet Bookings: Assist with coordinating sublet bookings and ensure timely completion of repairs.
  • Pre-Close and Close Jobs: Pre-close and close jobs, ensuring all necessary documentation is complete and accurate.
  • Direct Outside Companies: Direct outside companies to the proper area for delivering parts, ensuring efficient and timely service.
  • Office Administration: Perform office administration tasks, including organization, cleaning, and updating management systems.
  • Work with Coworkers: Work collaboratively with coworkers in a professional and kind manner, ensuring a positive team environment.
Requirements
  • 3-5 Years of Customer Service Experience: Possess 3-5 years of experience in customer service, with a preference for automotive experience.
  • Working Knowledge of ARMS System: Have working knowledge of the ARMS system, Mitchell, and Audatex.
  • WHMIS Training and Information Security: Possess up-to-date WHMIS training and knowledge of Information Security PIPEDA.
  • Valid Driver's License: Hold a valid driver's license.
Personal Attributes
  • Organizational Skills and Time Management: Possess strong planning and organizational skills, with the ability to meet multiple deadlines simultaneously.
  • Communication Style: Demonstrate a tactful, clear, and empathetic communication style, with excellent verbal and written communication skills in English and French.
  • Collaborator: Be able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types.
  • Conflict Management: Frame discussions positively, take action to resolve conflict, and minimize tension.
  • Problem-Solving: Possess a critical thinking approach to problem-solving and be a forward thinker.
  • Flexible Thinking: Consider problems from all new perspectives and adapt to new ideas and initiatives relevant to the job.
  • Independent: Work well in a fast-paced environment, be self-motivated, and work independently without close supervision.
  • Attention to Detail and Accuracy: Possess a high degree of attention to detail and accuracy.
  • Customer Service Oriented: Be customer service oriented and focused on delivering exceptional service.
On-the-Job Exposure
  • Fumes: Be exposed to fumes.
  • Dirt: Be exposed to dirt.
  • Chemicals/Toxins: Be exposed to chemicals and toxins.
  • Hazards: Be exposed to hazards.
  • Heat/Cold: Be exposed to heat and cold.
  • Noise: Be exposed to noise.
Benefits
  • Supplemental Pay: Receive overtime pay.
  • Benefits: Enjoy health, dental, and life insurance, with 50% paid by the employer.
Schedule
  • 8.5-Hour Shift: Work an 8.5-hour shift, Monday to Friday.

CSN Collision is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, color, 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.

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