Autobody Collision Customer/Client Service Representative

Overview

About CSN Don Butt Auto Body

CSN Don Butt is a full-service auto body repair shop located in Oshawa, Ontario since 1979. We are known for our top-notch customer service, quick turnaround times, and high-quality repairs. We repair vehicles of all sizes and return them to like-new condition in a timely manner.

Our team is trained to repair vehicles the right way using the correct materials and techniques. We encourage our team to use their talents and knowledge and take pride in their work.

Location and contact
86 Russett Ave, Oshawa, Ontario L1G 3R5
Phone: 905-433-1262
Email: customerservice@donbuttautobody.com

Responsibilities

• Process customers in person, on the phone and electronically in a professional manner.
• Keep customers updated throughout the process and obtain status updates from team members to communicate to the customer.
• Answer inquiries and explain all insurance-related processes and needs to customers.
• Outline customer touchpoints and follow through.
• Ensure primary communication methods (phone, email, text) are acquired and followed.
• Monitor estimating systems for requests and assignments; make notes when assignments are received and follow up with customers within 24 hours to book appraisal appointments, confirm drivability, towing, etc.
• Import assignments into the estimating system, include third-party appraisals, and enter all administrative data (dates).
• Schedule and book insurance or private repair appointments according to the hours of the job.
• Explain rental eligibility to customers and book rentals as required.
• Verify deductibles and communicate them to customers.
• Prepare all necessary paperwork for claims (drop packages and pickup packages).
• Receive payments from customers, insurance companies and third-party payors.
• Create files/invoices for repairs, towing bills, and rental bills.
• Update the insurance company on repair dates, repairs, and deductible.
• Update ARMS in the management system and track supplements; inform customers.
• Assist with coordinating sublet bookings.
• Pre-close/close jobs; office administration; work with co-workers in a professional and kind manner.
• Post invoices and scan to the management system; cost management.
• Manage the system and update dates and notes; track calls per claim.
• CSI: Manage reviews and facilitate with customers to obtain Google reviews post-repair.
• Maintain up-to-date WHMIS training and knowledge of information security (PIPEDA).
• Adhere to safety program, including the use of personal protective equipment as appropriate.
• Valid driver’s license.

Qualifications, Experience and other requirements

• 3 to 5 years of experience; automotive parts experience preferred.
• 3-5 years of experience handling warranty claims.
• Working knowledge of ARMS system, Mitchell and Qapter, Collision Link and Prog i Parts or any other inventory management system.

Personal Attributes

• Organizational skills/Time Management: Strong planning and organizational skills, with the ability to meet multiple deadlines.
• Communication style: Tactful, clear, and empathetic communicator with excellent verbal and written English communication; able to interact effectively with co-workers.
• Collaborator: Able to manage relationships with a wide range of stakeholders and personalities, applying diplomacy to reach win-win resolutions.
• Conflict Management: Frames discussions positively and takes action to resolve conflict while minimizing tension.
• Problem solving: Critical thinking and forward-thinking approach.
• Flexible Thinking: Considers problems from multiple perspectives and adapts to new ideas and initiatives.
• Independent: Works well in a fast-paced environment, self-motivated, and able to work independently while communicating information when it benefits the process and team.
• Attention to detail and high degree of accuracy.
• Customer service oriented.
• On-the-Job Exposure
  • Normal office conditions
  • Proper use of computer equipment
  • Restroom cleaning products
  • Noise
  • Frequent bending, crouching, and reaching

Benefits

Extended health care and dental, LTD insurance, life insurance.