Customer Care Specialist

**Customer Service Representative - Autobody Collision Centre**
**417 Collis**ion Centre**
**Ottawa, ON**

Are you seeking a career where you get to make the
**best use of your technical administrative expertise and expand your customer service experience**, work as an
**integral part of a dedicated team**, and gain opportunities for career
** growth and development** in a
**culture that invests in people**?

At AutoCanada, we believe that everyone wins when we invest in people: our business, clients, and our
**talent (you)**

**Why you want this Opportunity**

You will play an **integral role** as Customer Service Representative at **417 **Collision Centre**:

- As the Customer Service Representative, you play a primary role by taking ownership of the administrative support process for the Repair Facility team.
- You curate the service experience of our valued clients who choose our Collision Centres because of the quality care and service they receive.
- You will build and leverage your exceptional customer service experience by handling multiple important priorities that keep the business administration running smoothly.
- You will work in a clean and organized environment, with a dedicated team of individuals who support your development.
- You will be joining an enthusiastic, highly collaborative, effective team where your input will be valued, and your work will be impactful.
- If you are an individual who wants to build a long-term career and leverage your passion for the automotive industry, then join our team

**Your Key Responsibilities**
- Provide exceptional customer service to our valued clients by exceeding their needs and expectations.
- Answering incoming phone calls and inquires related to the Collision Centre.
- Establish and sustain positive working relationships with customers and insurance companies.
- Meet and greet customers arriving for Collision Centre appointments.
- Coordinate and implement office procedures.
- Maintain and manage all required office supplies.
- Communicate all customer requests and needs to coordinate with team members.
- Manage the confirmation and reservation of all rental vehicles & towing requests.
- Manage all arrangements for towing as well as costing against the RO.
- Manage the claims management process.
- Ensure insurance approval prior to pick up of tow.
- Communicate updates with Customers & Insurance claims personnel.
- Update Customers on progress of vehicle throughout production.
- Confirm repair authorization, obtain customer signatures and arrange rentals for customers.
- Update Enterprise ARMS system with hours, notes, and anticipated delivery dates.
- Provide notice of vehicle ready for delivery to customer, adhering to company standards.
- Coordinate all insurance claims/deductibles and any claim requests.
- Complete vehicle walk arounds and complete incident report forms for Direct Repair.
- Prepare all Repair Order packages, warranties and invoices. Package must accompany the
vehicle during the delivery.
- Confirm all customer deliveries/rental returns in a timely manner.
- Ensure all assignments have been followed up and appointments confirmed with customers.
- Collect monies owed from the customer, and process payments.
- Walk clients to their vehicles and review any questions they may have at the time of delivery.
- Reconcile each R.O. prior to closing.
- Ensure files meet standards as per MPI’s check list.
- Assure timely billing to all insurance carriers and other responsible parties.
- Participate in daily “production walks” with the Management Team, as required.
- Support all team members when required.
- Attend training, information sessions and workshops recommended by Collision Manager.
- Maintain the Assured KPI’s by maximizing role performance.

**Your Capabilities and Credentials**
- High School Diploma
- Experience in a customer service or sales capacity, preferably related to the automotive industry is considered an asset.
- Experience working in a Collision Centre is an asset.
- Estimating experience is considered an asset.
- Understanding of all required Insurance programs and procedures.
- Ability to be professional and deliver exceptional service to clients.
- A well-defined sense of diplomacy, including negotiation and conflict resolution skills.
- Excellent verbal/written communication, combined with the ability to interact and gain the support of senior leadership and other decision makers.
- Strong organizational and time management skills.
- Ability to manage priorities, perform a variety of tasks and meet required deadlines and targets.
- A person who is a team player, of high integrity who is trusted by others and consistently honors their commitments.
- Detail oriented, self-motivated and resourceful.
- Excellent skills in Word, Excel and PowerPoint. Highly skilled in standard office software (MSOffice, SharePoint, etc.).
- Knowledge of CDK computer operating system or similar systems would be conside