Customer Service Representative

Primary Objectives of the Role • Customer & Vendor Support: Handle inquiries from customers and vendors via phone, email, and in person. Maintain a professional and positive approach, provide updates throughout processes, and resolve issues promptly to ensure smooth account and claim management. • Invoice, Payment & Claims Processing: Accurately enter invoices, post payments, create repair and towing invoices, and maintain up-to-date financial and administrative records. Receive payments from customers, insurers, and third parties. • Scheduling & Coordination: Book appraisal, repair, rental, and sublet appointments; confirm drivability and towing needs; coordinate with head office and external partners for documentation and payment processing • Document & System Management: Maintain organized digital and physical filing systems, update management systems with dates and notes, scan and post invoices, and track calls per claim. • Vehicle & Courtesy Car Handling: Check in courtesy cars, record mileage and condition, and manage warranty parts for corrosion claims. • Insurance & Claims Administration: Explain insurance processes, verify deductibles, prepare claim paperwork, update insurers on repair status, and manage estimating systems, assignments, and supplements. • Customer Experience & Compliance: Ensure clear communication through preferred channels, manage customer touchpoints, facilitate CSI reviews, and maintain compliance with WHMIS and PIPEDA standards. • General Office Support: Assist with office administration, labor flagging, cost management, and other duties as required, including maintaining a clean and organized workspace.