JOB PROFILE – COLLISION EXPERIENCE ADVISOR (CEA)
The Collision Experience Advisor is an entry-level role focused on delivering exceptional customer service throughout the collision repair process. This position requires strong communication skills and a willingness to learn. No prior collision shop experience is required—training will be provided to build familiarity with repair workflows, insurance processes, and front office systems.
Reporting to: Shop Manager
KEY RESPONSIBILITIES
- Provides high levels of customer service, both internally and externally, with a focus on creating a positive first impression;
- Welcomes customers and explains the collision repair process, setting clear expectations;
- Determines customer needs including estimate booking, repair scheduling, and transportation requirements;
- Books estimate appointments over the phone when necessary and provides prompt service to walk-in customers;
- Provides repair status updates to customers via phone, email, or text;
- Assists customers with insurance claims information and required documentation;
- Coordinates customer transportation needs including rides, replacement vehicles, and rentals;
- Assists with vehicle drop-off and delivery, including overview of completed repairs;
- Ensures vehicle pre-wash, mapping, and required photos are completed as per The Craftsman Way;
- Participates in daily production meetings to understand workflow and relay relevant customer information;
- Maintains accurate records in shop management systems and dashboards;
- Supports compliance with internal policies, procedures, and guidelines to promote consistent application within the Company;
- Supports company standards in SPARKLE, safety, and security;
- Represents and promotes the Craftsman Collision brand in a positive manner aligned with stated values; and
- Other duties as assigned.
QUALIFICATIONS
- No prior collision repair experience required;
- Customer service experience preferred (retail, hospitality, call centre, or similar);
- Strong verbal and written communication skills;
- Organized, dependable, and eager to learn;
- High school diploma required; post-secondary education an asset;
- Must be legally entitled to work in Canada with no restrictions.
