Customer Service Representative - Collision & Glass

Jim Pattison Collision & Glass is looking for a seasoned, customer-oriented Bodyshop Customer Service Representative to join our team. In this role, you'll be the main contact for customers from start to finish of their repair, so strong communication skills, a careful eye for detail, and the ability to set and manage customer expectations in a busy environment are essential.

Schedule: Full-time, permanent position, 40 hours per week. Regular hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., including a one-hour unpaid lunch.

Reports to: Collision Manager

A day in the life

Acting as the body shop’s front-line customer relations and service representative, the Customer Service Representative is responsible for delivering an exceptional customer experience while providing administrative support to the repair facility team. The CSR plays a critical role in ensuring clear communication, customer confidence, and alignment between customers, technicians, estimators, insurance partners, and management throughout the repair process.

• Serve as the primary point of contact for customers from vehicle intake through repair completion, providing timely updates on repair status, timelines, approvals, and any changes.
• Guide customers through the repair process by clearly explaining procedures, estimates, insurance-related information, and next steps.
• Build strong customer relationships through empathy, professionalism, effective communication, and proactive problem-solving.
• Manage customer expectations and resolve concerns using sound judgment, patience, and effective de-escalation techniques.
• Coordinate appointments, vehicle intake, documentation, and customer communications to support an efficient repair workflow.
• Collaborate with estimators, technicians, insurance representatives, and management to ensure a seamless customer experience.
• Maintain accurate customer records and follow up as required.
• Consistently deliver a high standard of service in a fast-paced collision repair environment.

What we look for

• Previous experience in a collision repair facility, automotive service department, or bodyshop environment preferred.
• Experience as a Bodyshop CSR, Service Advisor, Customer Service Representative, or similar customer-facing automotive role.
• Strong understanding of the collision repair process and customer journey.
• Proven ability to manage customer expectations and provide solutions in challenging situations.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Professional, patient, and customer-focused approach.
• Experience working with insurance claims and repair processes is an asset.
• Ability to work effectively in a team environment.

What we Offer

• Competitive wages.
• Unlimited opportunities for career advancement and skill development.
• Comprehensive training provided by manufacturers and in-house experts.
• Exclusive access to vendor promotions, offers, and purchase programs.
• Recognition and rewards initiatives.
• Comprehensive benefits package.
• Amazing colleagues, great working environment, and a team building culture!

How to Apply

If this sounds like a great fit, please apply with your resume today!

Visit our Careers Page to explore more opportunities: https://www.jpautogroup.com/careers/

This role requires successful candidates to submit a satisfactory Driver’s Abstract.

We thank all applicants for their interest; however, only those selected for interviews will be contacted.

We are an equal opportunity employer and are committed to creating an inclusive and accessible workplace. We welcome applicants from all backgrounds and experiences. If you require any accommodations during the recruitment process, please contact us at careers@jpautogroup.com.