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.
Qualifications, Experience and other requirements:
- 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
- Dental care
- Extended health care
- Life insurance
- Paid time off
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