Collision Experience Advisor

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.

The Collision Experience Advisor manages the customer journey from initial welcome and estimate booking to repair updates and vehicle delivery. They coordinate transportation needs and maintain accurate records within the shop management system.

A high school diploma is required, and prior customer service experience in retail or hospitality is preferred. Candidates must have strong communication skills and be legally entitled to work in Canada.

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Customer Service
• Communication
• Scheduling
• Insurance Claims Processing
• Record Keeping
• Organization
• Time Management
• Conflict Resolution
• Workflow Management
• Willingness To Learn
• Dashboard
• Front Office

• Customer Service & Support
• Trades
• Transportation
• Administrative
• Collision Manager
• Automotive Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives

Minimum education

High school

Minimum experience

0+ years

Posting language

English

Working hours

40 hours per week