Collision Experience Advisor

Job summary

The Collision Experience Advisor provides exceptional customer service by managing repair scheduling, insurance documentation, and customer communication. They also coordinate vehicle drop-offs and deliveries while maintaining accurate records in shop management systems.

Job details

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. Why work at Craftsman Collision? * Up to $1500 signing bonus * Comprehensive benefits package * Opportunities for professional growth and I-CAR training * Be part of a proudly Canadian company that values teamwork, innovation, and doing things the right way 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.

What you’ll do

The Collision Experience Advisor provides exceptional customer service by managing repair scheduling, insurance documentation, and customer communication. They also coordinate vehicle drop-offs and deliveries while maintaining accurate records in shop management systems.

Requirements

This entry-level role requires strong verbal and written communication skills and a high school diploma. No prior collision repair experience is necessary, as comprehensive training is provided.

Benefits

• Signing bonus • Comprehensive benefits package • Professional growth opportunities • I-CAR training

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Repair scheduling
• Insurance claims processing
• Documentation
• Workflow management
• Front office systems
• Organization
• Problem solving
• Workflow Management
• Willingness To Learn
• Dashboard
• Customer Service
• Front Office
• Innovation
• Scheduling
• Teamwork

Job areas

• Customer Service & Support
• Administrative
• Transportation
• Retail
• Patient Experience Advisor
• Automotive Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives