CSR/Glass Representative

1 week ago

Hamilton ON LR G, Canada CARSTAR Hamilton Lockwood Full time $40,000 - $60,000 per year

**Customer Service Representative & Glass Repair Technician (Cross-Trained)

CARSTAR Hamilton Lockwood**

CARSTAR Hamilton Lockwood is seeking a Customer Service Representative (CSR) with cross-trained capability as a Minor Glass Repair Technician. This hybrid position supports both our automotive collision repair operations and our glass repair services (including stone chip repairs and other minor glass work).

The ideal candidate is professional, organized, people-oriented, and able to confidently communicate with customers, insurance partners, and internal teams. A background in sales, customer service, or automotive repair is considered an asset. We are looking for someone who is self-motivated, makes sound decisions, and contributes positively to our team environment.

CARSTAR Hamilton Lockwood is an equal opportunity employer and offers competitive wages based on experience.

Key Responsibilities

Customer Service & Administration

  • Communicate professionally with customers, insurance partners, and adjusters regarding repair and glass claim status.
  • Manage customer interactions from appraisal through repair completion, ensuring excellent customer experience.
  • Prepare, review, and maintain repair orders, work authorizations, warranties, and supplemental documentation.
  • Complete and maintain administrative RO packages accurately and promptly.
  • Follow up on customer appraisals to improve closing ratios; assist in developing follow-up programs.

Glass Repair & Estimating

  • Inspect vehicles for stone chips or minor glass damage and perform qualified repairs.
  • Write accurate damage and glass appraisals using industry-standard estimating software.
  • Handle all glass-related estimating, parts needs, and documentation.

Parts & Workflow Coordination

  • Ensure all parts are ordered correctly and in a timely manner.
  • Verify customer authorization prior to parts ordering.
  • Document parts orders, backorders, and changes within the file.
  • Maintain ongoing communication with production staff regarding repair status.

Experience & Skill Requirements

Technical Knowledge

  • Familiarity with automotive products used in a collision repair and glass environment.
  • Experience with management software: Bodyshop Connect
  • Proficiency with Microsoft Office (Word, Excel, Outlook).
  • Experience with estimating software: Audatex, Mitchell, and/or Mainstreet.

Skills & Abilities

  • Ability to work independently and adapt to changing priorities.
  • Strong communication skills (written and verbal) with excellent tact and diplomacy.
  • Highly organized, analytical, and able to manage multiple assignments at once.
  • Strong ability to prioritize, plan, and follow through with minimal supervision.
  • Demonstrated decision-making skills, leadership potential, and a positive team-focused attitude.

Job Type: Full-time

Pay: $20.00-$24.00 per hour

Benefits:

  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking
  • RRSP match
  • Vision care

Experience:

  • Customer service: 2 years (preferred)

Work Location: In person

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