Intake Centre Supervisor and Estimator

Title: Intake Center Supervisor & Estimator

Reports To: Body Shop General Manager

Location: North York, ON

The Intake Center Supervisor & Estimator plays a key role in creating a seamless, high-quality experience for customers by managing and overseeing the front-end operations of the collision shop. This position is responsible for leading and supervising a team of Customer Service Representatives (CSRs) and the intake center to ensure exceptional customer care, efficient intake processes, and the overall satisfaction of clients from their first contact through job completion.

Core Competencies

• Quality Orientation
• Time Management
• Customer Focus
• Development and Continual Learning
• Problem Solving
• Accountability and Dependability
• Decision Making and Judgement
• Providing Consultation
• Leadership
• People Management
• Ethics and Integrity
• Planning and Organizing
• Enforcing Laws, Rules and Regulations
• Mediating and Negotiating
• Coaching and Mentoring
• Communication
• Energy and Stress Management
• Teamwork

Job Duties

• Lead, coach, and develop a team of Customer Service Representatives to maintain high standards of customer service and satisfaction.
• Monitor CSR performance, conduct regular check-ins, provide constructive feedback, and implement training programs to enhance skills and efficiency.
• Manage scheduling, time-off requests, and workload distribution to ensure adequate coverage and optimal customer support.
• Oversee customer intake processes, ensuring a warm and welcoming environment where customers feel supported and valued.
• Handle escalated customer concerns and complaints with professionalism, working to resolve issues promptly while maintaining a positive experience.
• Coordinate with repair teams, estimators, and parts departments to keep customers informed on the status of repairs, timelines, and any updates.
• Identify, evaluate, and implement process improvements to enhance the efficiency of the intake and customer service experience.
• Develop standard operating procedures (SOPs) for customer interactions, documentation, and communication to ensure consistency and accuracy.
• Work closely with the management team to streamline workflow and minimize wait times.
• Develop estimates with a focus on projected gross profit, while managing severity.
• Provide data-driven insights to management, recommending areas for improvement and celebrating successes.
• Prepare and deliver regular updates on team achievements, service quality, and any issues impacting the customer experience.
• Ensure all team members follow company policies, safety protocols, and regulatory requirements.
• Conduct regular training and refreshers on safety practices, emergency procedures, and professional conduct.
• Review insurance assignment, repair orders and estimates for repair cost and plan work to be performed.

Requirements

• High school diploma or GED required.
• A minimum of 3–5 years of experience in the automotive industry, with a strong background in customer service and collision repair estimating.
• Possess a valid drivers' license.
• Strong leadership and people management skills, with a proven ability to motivate and guide a team.
• Excellent verbal and written communication skills, capable of interacting with customers and staff with professionalism and empathy.
• Proficient in customer relationship management (CRM) software and other common office tools (e.g., Microsoft Office Suite).
• Problem-solving skills and the ability to make sound decisions quickly.
• Proven abilities in automotive body repairs.
• Ability to work independently in a busy environment.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Ability to work well under pressure.
• Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.

Working Conditions

• Physical ability to lift up to 80 lbs.
• Travel to off-site locations may be required.
• Safety equipment will be required, e.g. steel-toed safety boots, safety glasses/goggles, etc.
• Overtime as required.
• Hazards associated with the trade.
• Exposure to loud noises.