CSN Champlain Auto Body

The Client 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 goal is to ascertain the customer’s needs and determine how best to meet and provide viable options with cost-effective solutions. The role ensures the customer and insurance company are up to date on the progress of each repair, which assists to maintain the flow of all repairs throughout the production process. Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers.

Primary Objectives of the Role

Process customers in person, on the phone and electronically in a professional manner.
Keep customers updated throughout the repair process by working consistently with our team members to obtain the most current status of the repair.
Answer all inquiries and explain all insurance related processes and requirements to customers.
Outline customer touchpoints and follow through.
Ensure primary method for communication is acquired, and followed (phone, email, text)
Monitor multiple system platforms for new Claim assignments and Customer requests, update notes when assignments are received and follow up with customers within 24hrs to schedule appraisal appointment, confirm drivability or towing requirements, etc.
Import assignments into estimating system, include 3rd party appraisals and enters all administrative data (DATES)
Schedule and book insurance and/or private repair appointments.
Explain/confirm rental eligibility and send rental reservations as required.
Verify and communicate Deductibles with the customer.
Prepare all necessary paperwork for claims.
Receive payments from customers, insurance companies and third-party payors.
Create files/invoices for repairs. towing bills, rental bills.
Update insurance companies on estimate appointments, repair dates, repair progress, and deductible confirmations.
ARMS Updates
Assist with coordinating Sublet bookings.
Pre-close/close jobs
Direct all outside companies to the proper area for delivering parts.
Office administration
Work with co-workers in a professional and kind manner.
Other duties as required.
Management system organization and updating Dates and Notes
CSI- Managing reviews and facilitating with customers to attain google reviews post repairs and survey submissions.

Qualifications, Experience and other requirements:

3 to 5 Years experience is preferred
Bilingual in French and English
Have up to date WHMIS training, knowledge of Information Security PIPEDA
Must abide by our safety program, including the use of personal protective equipment as appropriate

On-the-Job Exposure to the following elements:

Fumes
Dirt
Chemicals/Toxins
Hazards
Heat/Cold
Noise