CROWN Auto Group, one of Canada's Best Managed Companies, is a family-owned company that believes in strong quality, integrity, and teamwork, with a great opportunity for an Assistant Collision Manager to join the CROWN Auto Group. We are a Winnipeg-based family-owned organization that believes in building relationships, integrity, and teamwork. We take pride in being one of Canada’s Best Managed Companies and one of Aon Hewitt’s Best Employers Platinum level, while providing exceptional service to clients.

The Assistant Collision Manager is responsible for driving customer experience excellence, supporting the CSR team, and maximizing sales opportunities while lowering operational expenses. Acting as both a leader and front-line team member, this individual will coach CSRs, manage escalations, and step into the CSR role when required. They will also assist in managing rental expenses, controlling outside service costs, and supporting the growth of additional business lines such as Glass, Paint free Dent Repair (PDR), and Detailing.

The Assistant Collision Manager works closely with the Production Manager and Collision Administrator to ensure consistent processes, high customer satisfaction, and achievement of operational and financial goals.

This position offers competitive compensation plans, paid training, and ongoing career development investment to support long-term growth within the company.

Core Competencies

• Client/Customer Focus – Consistently delivers superior service, ensuring every customer has a positive experience.

• Communication – Clearly and respectfully conveys information with professionalism and consistency.

• Results Focused – Strives to exceed expectations in customer satisfaction, sales growth, and operational efficiency.

• Time Management – Effectively prioritizes and balances multiple responsibilities with efficiency and self-discipline.

• Adaptability – Responds constructively to evolving priorities, technology, and industry requirements.

• Judgement – Applies sound reasoning and professionalism when handling decisions or challenges.

• Problem Solving & Resolution – Brings calm, professional energy to pressure situations and customer concerns; identifies root causes and develops effective solutions.

• Teamwork & Coaching – Leads by example, supports CSR colleagues, promotes accountability, and fosters a strong, positive team environment.

• Leadership & Culture – Embraces and models a healthy, respectful workplace culture through accountability, consistency, and a disciplined work ethic.

• Sales Growth Mindset – Maintains a driven, positive attitude focused on upselling opportunities and supporting business growth.

Key Responsibilities:

Customer Experience & Resolution

• Act as the escalation point for dissatisfied or complex customer situations; resolve issues quickly and professionally.
• Monitor satisfaction through surveys, follow-ups, and real-time feedback; identify areas for improvement.
• Ensure all touchpoints (check-in, updates, delivery) meet or exceed company standards.

Sales & Performance

• Coach CSRs on upselling opportunities (detailing, glass, paint protection, additional services).
• Track CSR performance in sales, satisfaction, and process adherence.
• Develop and support promotions and sales strategies.
• Support the growth and expansion of Glass, PDR, and Detail businesses.
• Maximize sales opportunities while helping reduce operational expenses.

CSR Leadership & Support

• Provide daily guidance and support to the CSR team.
• Train new CSRs on customer handling, estimating, scheduling, and system use.
• Mentor CSRs in high-pressure situations.
• Foster accountability, teamwork, and continuous improvement.

Operational Support

• Step in as a CSR during peak times or shortages (scheduling, estimates, updates, insurance).

• Support workflow oversight in collaboration with the Production Manager to help achieve cycle time and productivity goals.

• Work closely with the Collision Administrator to ensure accurate documentation, billing, and repair order compliance.

• Contribute to quality control by verifying final delivery standards and documentation accuracy.

• Manage the collision centre’s rental expense program and ensure proper utilization.

• Manage outside services for the collision centre to control cost and maintain quality.

Qualifications:

• 3–5 years’ experience in a customer-facing role within automotive, collision, or dealership environments.

• Proven ability to handle and resolve complaints and escalations.

• Strong leadership and coaching skills with ability to develop junior staff.

• Sales-driven mindset with proven upselling success.

• Excellent communication skills, verbal and written.

• Proficient with repair management systems, estimating software, and Microsoft Office.

• Motivated to grow within the company, with access to paid training and continuous career development investment.

CROWN AUTO GROUP is an equal opportunity employer! We are looking for people from various ethnicities, backgrounds, and experiences to join our workplace. We are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. Reasonable accommodations are available during the selection process, and we'll respond in a timely manner to any requests for accommodations.