Customer Service Representative (CSR) – Autobody Shop
Location: Kelowna, BC
Job Type: Full-Time
About Us
We are a busy, customer-focused collision repair facility in Kelowna committed to delivering high-quality repairs and exceptional customer service. We are looking for a friendly, organized, and detail-oriented Customer Service Representative (CSR) to be the first point of contact for our customers.
Position Summary
The Customer Service Representative (CSR) is responsible for creating a positive customer experience throughout the vehicle repair process. This role involves greeting customers, scheduling appointments, coordinating with insurance companies, updating customers on repair progress, processing paperwork, and supporting the daily operations of the front office. CSRs in collision repair commonly serve as the communication link between customers, technicians, estimators, and insurers.
Key Responsibilities
- Welcome customers in person, by phone, and by email.
- Schedule repair estimates and vehicle drop-offs.
- Open and maintain repair orders.
- Explain the collision repair process and expected timelines.
- Communicate regularly with customers regarding repair status.
- Coordinate with ICBC, private insurance companies, rental agencies, and suppliers.
- Process invoices, payments, and customer documentation.
- Maintain accurate customer records and files.
- Assist estimators and production staff with administrative tasks.
- Ensure the reception area is clean, organized, and professional.
- Resolve customer concerns promptly and professionally.
- Support daily office operations as required.
Qualifications
- Previous customer service or administrative experience (automotive or autobody experience is an asset).
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- High attention to detail.
- Professional, positive, and customer-focused attitude.
- Comfortable using Microsoft Office and shop management software.
- Experience with Mitchell, Audatex, or CCC estimating systems is considered an asset.
- Valid BC Driver's Licence is preferred. Many collision repair employers in BC also value familiarity with ICBC claims processes.
Skills
- Exceptional customer service
- Time management
- Problem-solving
- Teamwork
- Conflict resolution
- Data entry accuracy
- Professional telephone etiquette
- Ability to work in a fast-paced environment
What We Offer
- Competitive salary
- Health and dental benefits
- Paid vacation
- Ongoing training and career development
- Supportive team environment
- Opportunity to grow within the collision repair industry
Pay: $19.00-$25.00 per hour
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- Vision care
- Wellness program
Work Location: In person
