Customer Service Representative

About CSN Collision

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.

Summary:

Since 1993, CSN Koebel’s has been a staple in the Waterloo community and a leader in collision repair. We pride ourselves on providing the highest level of customer service and treating your vehicle as if it's one of our own. Our trained technicians will repair your vehicle properly to pre-accident condition so that you can get back on the road safely.

The customer 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.

Requirements

• 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.
• 3 to 5 Years of experience in customer service, accounts payable and receivables is an asset.
• 3 to 5 years of experience, automotive parts experience is 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 will be an asset.
• Valid Driver’s license

Potential On-the-Job Exposure to the following elements:

• Fumes
• Dirt
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise
• Frequently required to bend, crouch, reach, handle tools and lift in excess of 50lbs of materials

Benefits

• Competitive pay
• Benefits
• Hours of Operation: Monday - Friday 8:00 am - 5:00 pm