Company Overview
Champion Collision Centre Ltd. is a leader in automotive collision repair, equipped with a 38,000 square foot facility and state-of-the-art technology. Our mission is to provide industry-leading service, products, and results, ensuring our customers' vehicles are handled with the utmost care and professionalism.
Job Title: Customer Service Representative & Secretary
Brief Summary of the Position:
The Customer Service Representative & Secretary serves as the first point of contact for our customers, providing professional, attentive, and friendly service both in person and over the phone. This role is responsible for administrative tasks, supporting technicians, managing insurance claims, scheduling jobs, and ensuring a seamless repair experience while helping maintain efficient shop operations.
Duties and Responsibilities:
- Greet customers in person and over the phone, identifying their service needs.
- Answer phones, respond to emails, and handle incoming text requests.
- Listen carefully to customer concerns and provide solutions.
- Collect and input customer and vehicle information accurately.
- Download and process MPI or other insurance company claims.
- Create, proof, and pre-close repair orders and invoices.
- Collect payments, obtain signatures, and manage customer accounts.
- Maintain communication with customers throughout their repair process.
- Address complaints and resolve minor issues professionally.
- Build a positive overall customer experience and cultivate reviews.
- Schedule repair jobs, coordinate technician workloads, and communicate updates to customers.
- Sign out equipment and materials to body shop technicians as needed.
- Ensure technicians have proper repair procedures and guidance to maintain high-quality work.
- Assist with shop flow and organization to maximize efficiency.
- Perform final paperwork and documentation for estimators to submit insurance claims.
- Perform basic phone and computer duties.
- Support management and shop staff with administrative tasks as needed.
- Guiding customers to our drop-off and pickup areas and performing vehicle walk-arounds.
- Rental car agreement paperwork, check-in and check-out vehicles.
Experience and Required Skills:
- Minimum 2 years of customer service experience in the automotive industry.
- Experience with Mitchell Connect and Repair Centre.
- Knowledge of MPI claims processing and insurance procedures.
- Experience processing payments.
- Familiarity with Microsoft Office applications.
- Strong problem-solving and decision-making abilities.
- Excellent communication, listening, and interpersonal skills.
- Strong organizational skills to manage scheduling, paperwork, technician support, and shop flow.
Qualifications, Work Conditions, and Requirements:
- Ability to provide exceptional customer service even during high-stress periods.
- Professional approach to handling dissatisfied customers.
- Ability to multitask and work independently or as part of a team.
- Strong attention to detail, time management, and organizational skills.
- Ability to prioritize tasks and maintain professionalism during busy periods.
- Ability to lift a minimum of 30 lbs.
- Comfortable working in a fast-paced automotive repair environment.
Benefits:
- Dental care
- Extended health care
- Disability and life insurance
- On-site parking
- Generous bonus plan tied to positive customer reviews
Reporting Relationship:
This position reports directly to the General Manager.
Pay: $18.00-$25.00 per hour
Benefits:
- Dental care
- Extended health care
- Vision care
Work Location: In person
