Customer Service Representative

at  Supreme Collision Centre

ABOUT YOU:

As the Customer Service Representative, you are a customer champion. You want our customers to have the best experience so that they come back when they need us (hopefully they don’t!). You’re able to keep organized and remain calm in fast-paced environments. You are a problem solver, who collaborates with your team to best serve our customers. You are an excellent communicator who listens to understand the needs of our customers, with extreme attention to detail.

QUALIFICATIONS:

• 3+ years of customer service experience, you love working with people & cultivating relationships rooted in trust
• 2+ years of administrative experience
• Exceptional interpersonal, oral, and written communication skills to engage effectively with customers, peers, and other stakeholders
• High attention to detail with excellent organizational, planning, and time management abilities
• Experience in upselling or sales is a plus, contributing to overall team performance
• Proven ability to prioritize tasks, manage competing demands, and meet deadlines with minimal supervision
• Collaborative with strong problem-solving and decision-making skills
• Proficient in Microsoft Office suite, able to learn new software quickly
• Automotive collision repair industry experience, preferred
  Supreme Collision Centre is an equal opportunity employer and is committed to providing an inclusive experience for all applicants. If you are contacted for an employment opportunity and require accommodations, please let us know.
  We thank all applicants, however only those selected for an interview will be contacted.
  Job Type: Full-time
  Pay: From $47,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off

Schedule:

• Monday to Friday
• No weekends

Education:

• Secondary School (preferred)

Experience:

• Administrative: 2 years (preferred)
• Customer service: 3 years (preferred)

Work Location: In person
Application deadline: 2025-01-24
Expected start date: 2025-02-1

Customer Service

• Act as first point of contact for all in-person clients and incoming phone traffic in a polite, friendly, and professional manner, directing customers and calls to the appropriate team members as needed
• Execute customer check-in and check-out, including acquiring signed repair authorizations, arranging rental vehicles, reviewing our lifetime warranty, and collecting payment
• Educate customers on what to expect throughout the repair process
• Provide regular repair updates to customers, with the direction of the General Manager
• Review daily delivery list from Repair Planner, provide updates to customers using their preferred contact method
• Scheduling
• Manage shop estimate calendar via ProgiSync
• Manage incoming insurance assignments, import into Summit & contact customers to schedule estimate appointments
• Lead shop repair schedule, with General Manager guidance, schedule based on shop capacity and scheduling guidelines
• Monitor shop estimate list to schedule approved insurance repairs

Administration

• Maintain and update administration on all assignments, estimates, and open repair files
• Record all communication with the customer, insurance company, rental company, and any other stakeholders in customer file notes
• Confirm deductible status & HST responsibility on every insurance file, using appropriate line of communication depending on the insurance company
• Prepare all invoices and warranty packages for customer check-out
• Confirm payouts and manage pickup of total loss vehicles by salvage companies
• Correspond with partners, including insurance, dealer, and fleet, to ensure that they are up to date on repair status, delays, back ordered parts or customer concerns/requests
• Collect and record payment in Summit for completed repairs

Office Maintenance

• Ensure that the front office and customer washroom are always clean, with the support of the office staff and detailers
• Maintain office supply inventory from preferred vendors, as needed