Customer Service Representative
- Ottawa, ON, Canada
- Nepean, ON, Canada
The salary range for this position starts at $22.84 per hour and is based on experience. · Full-time
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Job details
- Pay
- The salary range for this position starts at $22.84 per hour and is based on experience.
- Job type
- Full-time
- Apply by
- Education
- High school diploma
- Experience
- At least 2 to 4 years of experience in customer service
- Posting language
- English
- Posted
Original job description
Fix Network is a global leader in repair and restoration services for vehicles, homes, and businesses, supporting a growing family of locally owned and operated brands in collision repair, mechanical services, glass care, and property restoration.
The role as a Customer Service Representative is to ensure that the customer receives a legendary customer service experience. The incumbent will be primarily in-taking and delivering vehicles. The Customer Service Representative will be working with the shops, insurance and car rental staff to make sure that customers’ needs are met. The CSR is responsible for serving customers in person, via the telephone, email or text. The CSR is accountable for dealing with customer service, selling of services, and processing transactions. CSR follows all company procedures and policies when providing customer service. The CSR understands his/her role as brand ambassador and provides a positive experience to all customers and insurance partners.
Core Competencies
At Fix Network, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and are committed to providing equal employment opportunities to all qualified candidates. Reasonable accommodations are available throughout the recruitment process and employment journey in accordance with applicable laws. If you require an accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.
#driveyourcareerwithus
The role as a Customer Service Representative is to ensure that the customer receives a legendary customer service experience. The incumbent will be primarily in-taking and delivering vehicles. The Customer Service Representative will be working with the shops, insurance and car rental staff to make sure that customers’ needs are met. The CSR is responsible for serving customers in person, via the telephone, email or text. The CSR is accountable for dealing with customer service, selling of services, and processing transactions. CSR follows all company procedures and policies when providing customer service. The CSR understands his/her role as brand ambassador and provides a positive experience to all customers and insurance partners.
Core Competencies
- Communication
- Energy & Stress Management
- Teamwork
- Quality Orientation
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity
- Results Oriented
- Negotiation
- Ensure excellence in the delivery of the customer experience as outlined in the company best practices and measured by LEI results. Review client’s vehicles for related and not related damages.
- Take photos of all damages, not related damages, and general condition.
- Complete Walk-Around form and identify not related damages.
- Communicate to client’s, on what to expect through the repair process.
- Provide service to customers by reviewing the services offered and cross-sell different programs by explaining the advantage of our multiple service offerings.
- Sell the company services and provide an outstanding customer service, in order to build strong and long-lasting relationships with clients.
- Create and follow up on appointments.
- Prepare Intake and Delivery paperwork.
- Effectively manage front office operations to ensure efficient organization and support of the sales function.
- Collaborate with production manager and sales manager to ensure vehicles are on track for timely and flawless delivery.
- Provide regular and standard reporting to production and sales managers to ensure awareness on key performance metrics.
- Communicate and interact with clients and insurance staff throughout the different technologies such as phone, text, email, online videocall, etc.
- As required, assign the work order to technicians.
- Set convenient appointments with the customers, based on the shop availability.
- Inspect repair, complete paperwork and meet with customer when picking up vehicle to ensure customer satisfaction.
- Take payments for deductibles, customer pay work, etc.
- Keep the BMS up to date to ensure accuracy.
- Maintain complete knowledge and comply with company and departmental policies, procedures, and standards.
- Cultivate a positive working relationship with team members and management.
- Maintain a clean and orderly work area to comply with all health & safety procedures.
- Import or enter data into the accounting system.
- Verify the integrity and accuracy of the data.
- Provide support to the team by performing various administrative tasks (filing, photocopying, correspondence, etc.)
- Other related tasks as required.
- High school diploma or GED required
- At least 2 to 4 years of experience in customer service
- Valid Driver’s License and Excellent Driving Record
- Strong customer service and troubleshooting skills
- Experience working as a customer service representative, for a body shop preferred
- Experience working in an administration or data entry role preferred
- Experience working with Mitchell Repair Center preferred
At Fix Network, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and are committed to providing equal employment opportunities to all qualified candidates. Reasonable accommodations are available throughout the recruitment process and employment journey in accordance with applicable laws. If you require an accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.
#driveyourcareerwithus
More about this job
Responsibilities
Provide customer service throughout vehicle intake, repair, and delivery, including inspecting and documenting vehicle damage, explaining the repair process, and coordinating with customers, insurance staff, and shop teams. Manage appointments, paperwork, payments, work orders, reporting, and administrative records while supporting sales and ensuring customer satisfaction.
Requirements
A high school diploma or GED and 2 to 4 years of customer service experience are required, along with a valid driver's license and an excellent driving record. Body shop customer service, administration or data entry, and Mitchell Repair Center experience are preferred.
Skills
- Customer Service
- Communication
- Vehicle Inspection
- Damage Documentation
- Sales and Cross-Selling
- Appointment Scheduling
- Transaction Processing
- Administrative Support
- Data Entry
- Problem Solving
- Teamwork
- Negotiation
- Accountability
- Stress Management
- Customer Relationship Building
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Sales
- Administrative
- Trades
Keywords
- Customer Service
- Vehicle Repair
- Collision Repair
- Vehicle Intake
- Vehicle Delivery
- Vehicle Inspection
- Damage Documentation
- Walk-Around Form
- Repair Process
- Insurance Coordination
- Car Rental Coordination
- Cross-Selling
- Sales
- Appointment Scheduling
- Work Orders
- Mitchell Repair Center
- Business Management System
- BMS
- Accounting System
- Data Entry
- Transaction Processing
- Customer Payments
- Front Office Operations
- Administrative Support
- Customer Satisfaction
- Health and Safety