Customer Service Representative - Collision & Glass
$31,200,000–$41,600,000 year
On-siteWinnipeg, Manitoba, Canada
Job Summary
Serve as the primary point of contact for customers from vehicle intake through repair completion, providing timely updates on status, timelines, approvals, and changes. Guide clients through the repair process by explaining procedures, estimates, insurance information, and next steps while building relationships through empathy and proactive problem-solving. Manage expectations and resolve concerns using de-escalation techniques, coordinating appointments, documentation, and communications to support an efficient workflow. Collaborate with estimators, technicians, and insurance representatives to ensure a seamless experience and maintain accurate customer records. Deliver a high standard of service in a fast-paced environment, reporting to the Collision Manager.
Required Qualifications
- Excellent verbal and written communication skills
- Strong organizational skills with the ability to prioritize multiple tasks
- Professional, patient, and customer-focused approach
- Ability to work effectively in a team environment
- Previous experience in a collision repair facility, automotive service department, or bodyshop environment
- Experience as a Bodyshop CSR, Service Advisor, Customer Service Representative, or similar customer-facing automotive role
- Strong understanding of the collision repair process and customer journey
- Proven ability to manage customer expectations and provide solutions in challenging situations
- This is a full-time, permanent position offering 40 hours per week
- The regular schedule is Monday to Friday, 8:00 a.m. to 5:00 p.m.
- This role requires successful candidates to submit a satisfactory Driver's Abstract
Desired Qualifications
- Experience working with insurance claims and repair processes is an asset
- Previous experience in a collision repair facility, automotive service department, or bodyshop environment preferred
- Experience as a Bodyshop CSR, Service Advisor, Customer Service Representative, or similar customer-facing automotive role
- Strong understanding of the collision repair process and customer journey
- Proven ability to manage customer expectations and provide solutions in challenging situations
- Excellent verbal and written communication skills
- Strong organizational skills with the ability to prioritize multiple tasks
- Professional, patient, and customer-focused approach
- Experience working with insurance claims and repair processes is an asset
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