Collision Experience Specialist

Résumé du poste

The Collision Experience Specialist manages complex customer files, coordinates repair workflows, and ensures all documentation meets company standards. They also mentor advisors and support management in achieving key performance indicators related to service quality and safety.

Détails du poste

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. Why work at Craftsman Collision? * Up to $1500 signing bonus * Comprehensive benefits package * Opportunities for professional growth and I-CAR training * Be part of a proudly Canadian company that values teamwork, innovation, and doing things the right way 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.

Ce que vous ferez

The Collision Experience Specialist manages complex customer files, coordinates repair workflows, and ensures all documentation meets company standards. They also mentor advisors and support management in achieving key performance indicators related to service quality and safety.

Exigences

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.

Avantages

• Signing bonus • Comprehensive benefits package • Professional growth opportunities • I-CAR training

Compétences indiquées

• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée

Autres compétences pertinentes

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

• Customer service
• Workflow coordination
• Documentation
• Scheduling
• Repair booking
• Conflict resolution
• Shop management systems
• Insurance claims processing
• Team leadership
• KPI management
• Health and safety compliance
• Interpersonal skills
• Problem-solving
• Organizational skills
• Business Metrics
• Workflow Management
• Expectation Management
• Customer Service
• Front Office
• Innovation
• Interpersonal Communications
• Problem Solving
• Key Performance Indicators (KPIs)
• Performance Metric
• Coordinating
• Teamwork

Domaines d’emploi

• Customer Service & Support
• Trades
• Administrative
• Management & Leadership
• Experience Specialist
• Automotive Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives