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 a Senior Customer Service Representative 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

Job Summary

The Senior Customer Service Representative (CSR), under the direction of the Collision Centre Manager, serves as the primary liaison between customers and collision centre operations. This role is responsible for ensuring an exceptional customer experience throughout the vehicle repair process. Acting as the first and last point of contact for clients, the Senior CSR provides guidance, support, and resolution while upholding the highest standards of service. Additionally, this role provides leadership, coaching, and support to fellow CSR team members, helping drive customer satisfaction, sales growth, and a positive workplace culture.

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

• Greet customers and provide a welcoming, professional first impression.

• Guide customers through the claims and repair process in person, online, and over the phone.

• Educate customers on the MPI process, repair timelines, and schedule appointments.

• Collaborate with production, parts teams, and MPI to provide proactive updates and ensure commitments are met.

• Coordinate with insurance providers to ensure claim documentation is accurate and timely.

• Collect payments and required signatures.

• Perform pre-repair walk-throughs, ensuring all customer concerns are documented.

• Deliver vehicles to clients, reviewing and explaining completed repairs.

• Address customer complaints and concerns with professionalism, empathy, and timely resolution.

• Coach, mentor, and support fellow CSR team members to enhance performance and customer service standards.

• Lead by example in fostering sales growth, promoting upselling opportunities, and driving positive customer outcomes.

• Uphold Crown Karma values, modeling accountability, professionalism, and discipline.

• Actively contribute to a positive, team-first work environment through encouragement, respect, and collaboration.

• Oversee and monitor repair orders, ensuring accuracy and timely closure.

• Attend ongoing industry training to remain compliant with manufacturer and MPI requirements.

• Maintain a professional and presentable facility appearance.

• Go above and beyond for customers and staff to ensure overall satisfaction and team success.

• Perform other duties as assigned.

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.