Autobody Collision Customer/Client Service Representative

About CSN Don Butt Auto Body CSN Don Butt is a full-service auto body repair shop located in Oshawa, Ontario since 1979. We have made a name for ourselves as the leading auto body shop in the area owing to our top-notch customer service, quick turnaround times, and high-quality repairs. Whether you scratched your car backing out of the garage or got into a fender bender, no damage is too big or small for the CSN Don Butt team. If given the chance, we promise to return your vehicle to like-new condition in no time. Our team is trained to repair your vehicle the right way using the correct materials and techniques.  We want our team to use their talents and knowledge and be proud of their efforts.   We are located at:                              86 Russett Ave                                                                 Oshawa, Ontario  L1G 3R5                                                                 905-433-1262                                                                 Email:  customerservice@donbuttautobody.com ·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). ·         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 job ·         Office administration,
·         Work with co-workers in a professional and kind manner. ·         Other duties as required. Office organization. ·         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. ·         Have up to date WHMIS training, knowledge of Information Security PIPEDA ·         Other duties as required ·         Must abide by our safety program, including the use of personal protective equipment as appropriate ·         Valid driver's license