Collision Experience Specialist

The Collision Experience Specialist is the next step in the customer experience career path. Building on the Advisor role, the Specialist combines advanced customer service expertise with front office mastery of The Craftsman Way (TCW). This role is pivotal in maintaining TCW standards across scheduling, documentation, and workflow coordination. Reporting to: Shop Manager KEY RESPONSIBILITIES * Provides the highest levels of customer service, managing complex files and escalated customer concerns; * Resolves customer service issues and escalates to the Shop Manager where appropriate; * Determines customer needs including estimate scheduling, repair booking, and transportation requirements; * Acts as primary owner of vehicle drop-off and delivery processes; * Provides accurate timelines and manages customer expectations throughout the repair process; * Serves as a subject matter expert on Direct Repair Program (DRP) requirements and CAPP processes; * Ensures vehicle pre-wash, mapping, and documentation meet The Craftsman Way standards; * Monitors workflow to identify delays, missed parts, or documentation gaps and takes corrective action; * Participates in daily production meetings, relaying customer insights and priorities; * Mentors and supports Collision Experience Advisors; * Supports management in achieving KPIs tied to TCW performance metrics; * Contributes to the goal of closing all files within 24 hours of vehicle delivery; * Works with the Shop Manager to support compliance with health, safety, quality, and employment standards; * Supports compliance with internal policies, procedures, and guidelines; * Supports company standards in SPARKLE, safety, and security; * Represents and promotes the Craftsman Collision brand in all internal and external interactions; and * Other duties as assigned. 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 required; post-secondary education an asset; * Must be legally entitled to work in Canada with no restrictions.

The Collision Experience Specialist manages complex customer files, coordinates vehicle drop-off and delivery, and ensures adherence to The Craftsman Way standards. They monitor workflow to prevent delays and mentor Collision Experience Advisors to maintain high service levels.

Candidates must have at least one year of experience in a collision centre or automotive customer service environment. A high school diploma is required, and proficiency with shop management systems is essential.

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Workflow Coordination
• Conflict Resolution
• Scheduling
• Documentation
• Direct Repair Program (DRP)
• CAPP Processes
• Shop Management Systems
• Interpersonal Skills
• Problem Solving
• Mentoring
• KPI Management
• Business Metrics
• Workflow Management
• Expectation Management
• Front Office
• Interpersonal Communications
• Key Performance Indicators (KPIs)
• Performance Metric
• Coordinating
• Booking (Sales)

• Customer Service & Support
• Transportation
• Trades
• Administrative
• Management & Leadership
• Collision Manager
• Immigration / Customs Inspector
• Customs and Border Inspectors
• Customs and Border Protection Officers
• Police and Sheriff's Patrol Officers

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine