In 1973, CSN Glen-Merritt opened as a family-run business offering top-quality collision repairs and friendly hometown service. Using state-of-the-art equipment, our trained technicians repair your vehicle properly so you can get back on the road safely.
The client service representative ensures that customers know that we at CSN will handle all repairs, questions, or issues they may have in a friendly and professional manner. The CSR’s goal is to understand the customer’s needs, determine how best to meet them, and provide viable options and cost-effective solutions. This role involves keeping the customer and insurance company updated on the repair process and maintaining the flow of repairs entering and exiting the shop. Providing quality customer service creates a great experience and encourages repeat business.
Primary Objectives of the Role
* Greet and process customers in person, on the phone, and electronically in a professional manner.
* Keep customers updated throughout the process, working with team members to gather and communicate status updates.
* Answer inquiries and explain insurance-related processes and needs.
* Outline customer touchpoints and ensure follow-through.
* Establish and follow the primary communication method (phone, email, text).
* Monitor estimating systems for requests and assignments, make notes upon receipt, and follow up within 24 hours to book appointments, confirm drivability, towing, etc.
* Enter all administrative data into estimating systems, including third-party appraisals.
* Schedule and book insurance or private repair appointments based on repair hours.
* Explain rental eligibility and book rentals as needed.
* Verify deductibles and communicate with customers.
* Prepare necessary paperwork for claims (drop-off and pickup packages).
* Check in courtesy cars after return, record mileage, fuel, and damages.
* Receive payments from customers, insurance companies, and third-party payors.
* Create files/invoices for repairs, towing, and rental bills.
* Update insurance companies on repair status, dates, and deductibles.
* Manage ARMS updates and monitor supplements, informing customers accordingly.
* Assist with coordinating sublet bookings.
* Pre-close and close jobs.
* Direct outside companies to the proper areas for delivering parts.
* Perform office administration, including organization and cleaning.
* Post invoices, scan documents, and manage costs.
* Organize and update management system data, track calls per claim.
* Manage reviews and facilitate Google reviews post-repair.
* Perform other duties as required.
Qualifications
* 3 to 5 years of customer service experience; automotive experience preferred.
* Knowledge of ARMS, Mitchell, and Audatex systems.
* Up-to-date WHMIS training and knowledge of PIPEDA and information security.
* Valid driver’s license.
Personal Attributes
* Strong organizational and time management skills.
* Tactful, clear, and empathetic communication skills in English (and French if required).
* Ability to manage relationships diplomatically and resolve conflicts positively.
* Critical thinking and problem-solving skills.
* Flexible, adaptable, and independent in a fast-paced environment.
* Attention to detail and high accuracy.
* Customer service-oriented mindset.
Work Environment & Benefits
* Exposure to fumes, dirt, chemicals, hazards, heat/cold, noise.
* Overtime pay and benefits including health, dental, and life insurance (50% employer-paid).
Schedule
* 8.5-hour shifts, Monday to Friday (specific to each shop).
Career Path
As CSN Glen-Merritt Collision continues to grow, other career opportunities may become available.
Disclaimer
This job description may evolve as the company grows and may not include all duties and responsibilities.
CSN is an Equal Employment Opportunity employer committed to diversity and inclusion. Accommodation requests during the recruitment process are welcome.
Note: We do not accept resumes from uncontracted employment agencies or recruiters. Unsolicited resumes will not be considered, and no fees will be paid for such submissions.
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