Job Description

About:

CSN Collision safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 230 collision repair Centres across Canada.

CSN Champlain Auto Body is the #1 auto body shop in Dieppe, New Brunswick. We have been providing the residents of Dieppe with quality vehicle repairs for years. No damage is too major or too minor for the CSN Champlain team. Whether you scratched your car backing out of the garage or got into a serious accident, we promise to return your vehicle to its pre-collision state and beyond. You can trust us to get the job every time.

Summary

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 of the Role

• 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 (DATES)
• 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.
• Perform APU searches for Insurance price matching.
• Handling of warranty parts for Corrosion claims
• 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, labour flagging.
• 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 or similar role.
• 3-5 years of experience handling warranty claims preferred.
• Working Knowledge of the ARMS system, Mitchell and Reynolds, Collision Link and Progi Parts to source value pricing or any other inventory Management system.

On-the-Job Exposure to the following elements: 

• Dirt
• Fumes
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise

Benefits

Schedule:  

• Monday to Friday, 8AM to 4:30PM

What we offer:

• Career advancement.
• Competitive salary and performance bonuses.
• Comprehensive benefits package. RRSP matching.
  
  

Career Path: As CSN Champlain Auto Body 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 Champlain Auto Body continues to grow

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve. 

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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