Customer Service Representative

Location: St. Catharines

4 months ago Be among the first 25 applicants

In 1973 CSN Glen-Merritt opened as a family-run business offering customers top quality collision repairs and friendly hometown service. Using state of the art equipment, our trained technicians will repair your vehicle properly so that you can get back on the road safely.
The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR's goal is to ascertain the customer's needs and determine how best to meet them and provide them with viable options and cost-effective solutions.

The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers.

Primary Objectives

Greet and Process customers in person, on the phone and electronically in a professional manner

Keep customers updated throughout the process, work with team members to get status updates to communicate to the customer

Answer all inquiries and explain all insurance related processes and needs to customers

Outline the customer touchpoints and follow through

Ensures primary method for communication is acquired, and followed (phone, email, text)

Monitor Estimating systems for requests and Monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc

Import assignments into estimating system, include 3rd party appraisals and enters all administrative data

Schedule and book insurance or private repair appointments by the hours of the job being repaired

Explain to customers rental eligibility and book them as required

Verify Deductibles and communicate to customer

Prepare all necessary paperwork for claims (drop packages and pickup packages)

Check in all courtesy cars after customers return them, (record mileage, gas, note any damages).

Receive payments from customers, insurance companies and third-party payors.

Create files/invoices for repairs, towing bills, rental bills.

Update insurance company on repair date, repairs, deductible

ARMS Updates

Check on supplements and inform customers.

Assist with coordinating Sublet bookings.

Pre-close/close jobs

Direct all outside companies to the proper area for delivering parts

Office administration

Work with co-workers in a professional and kind manner

Other duties as required. Office organization, cleaning

Post Invoices, scan to management system, Cost management

Management system organization and updating Dates and Notes, track calls per claim.

CSI
- Managing reviews and facilitating with customers to attain google reviews post repair

Other duties as required

Requirements

3 to 5 Years experience in Customer service. Automotive experience is preferred

Working Knowledge of the ARMS system, Mitchell and Audatex

Have up to date WHMIS training, knowledge of Information Security PIPEDA

Must abide by our safety program, including the use of personal protective equipment as appropriate

Valid driver's license

Personal Attributes

Organizational skills/Time Management:
Strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously

Communication style:
Tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English & (French, remove if not required), with the ability to communicate and interact effectively with co-workers

Collaborator:
Able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions

Conflict Management:
Frames discussions positively, takes action to resolve conflict, while minimizing tension

Problem solving:
Has a critical thinking approach to problem solve and is a forward thinker

Flexible Thinking:
Considers problems from all new perspectives and can expand on the thinking or solutions proposed by others. Adapts to new ideas and initiatives relevant to own area of work

Independent:
Works well in a fast-paced environment, self-motivated, and works independently without close supervision

Attention to detail and high degree of Accuracy

Customer Service Oriented

On-the-Job Exposure

Fumes

Dirt

Chemicals/Toxins

Hazards

Heat/Cold

Noise

Benefits

Supplemental Pay:
Overtime Pay

Benefits:
Health , dental, life, 50% paid by employer

Schedule

8.5 hour shift, Monday to Friday

Career Path
As CSN Glen-Merritt Collision continues to grow, other career opportunities may become available.

Disclaimer
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN Glen-Merritt Collision continues to grow.

Equal Employment Opportunity
CSN is an Equal Employment Opportunity employer.…