Collision Experience Specialist
On-siteVictoria, British Columbia, Canada
Job Summary
Manage complex customer files and escalated concerns while determining needs for estimate scheduling, repair booking, and transportation. Act as the primary owner of vehicle drop-off and delivery processes, ensuring pre-wash, mapping, and documentation meet The Craftsman Way standards. Monitor workflow to identify delays or gaps, taking corrective action to support the goal of closing all files within 24 hours of delivery. Serve as a subject matter expert on Direct Repair Program requirements and CAPP processes. Participate in daily production meetings to relay customer insights and prioritize KPIs tied to TCW performance metrics. Mentors Collision Experience Advisors and ensures compliance with health, safety, quality, and employment standards.
Required Qualifications
- Minimum of 1 year of experience in a collision centre or automotive customer service environment
- Strong understanding of front office workflows and The Craftsman Way principles
- Demonstrated ability to handle complex customer and insurance situations
- Strong organizational, problem-solving, and interpersonal skills
- Proficiency with shop management systems and scheduling tools
- High school diploma
- Must be legally entitled to work in Canada with no restrictions
Desired Qualifications
- post-secondary education
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