JOB PROFILE – COLLISION EXPERIENCE SPECIALIST (CES)
The Collision Experience Specialist is the next step in the customer experience career path. Building on the Advisor role, the Specialist combines advanced customer service expertise with front office mastery of The Craftsman Way (TCW). This role is pivotal in maintaining TCW standards across scheduling, documentation, and workflow coordination.
Reporting to: Shop Manager
KEY RESPONSIBILITIES
- Provides the highest levels of customer service, managing complex files and escalated customer concerns;
- Resolves customer service issues and escalates to the Shop Manager where appropriate;
- Determines customer needs including estimate scheduling, repair booking, and transportation requirements;
- Acts as primary owner of vehicle drop-off and delivery processes;
- Provides accurate timelines and manages customer expectations throughout the repair process;
- Serves as a subject matter expert on Direct Repair Program (DRP) requirements and CAPP processes;
- Ensures vehicle pre-wash, mapping, and documentation meet The Craftsman Way standards;
- Monitors workflow to identify delays, missed parts, or documentation gaps and takes corrective action;
- Participates in daily production meetings, relaying customer insights and priorities;
- Mentors and supports Collision Experience Advisors;
- Supports management in achieving KPIs tied to TCW performance metrics;
- Contributes to the goal of closing all files within 24 hours of vehicle delivery;
- Works with the Shop Manager to support compliance with health, safety, quality, and employment standards;
- Supports compliance with internal policies, procedures, and guidelines;
- Supports company standards in SPARKLE, safety, and security;
- Represents and promotes the Craftsman Collision brand in all internal and external interactions; and
- Other duties as assigned.
QUALIFICATIONS
- Minimum of 1 year of experience in a collision centre or automotive customer service environment;
- Strong understanding of front office workflows and The Craftsman Way principles;
- Demonstrated ability to handle complex customer and insurance situations;
- Strong organizational, problem-solving, and interpersonal skills;
- Proficiency with shop management systems and scheduling tools;
- High school diploma required; post-secondary education an asset;
- Must be legally entitled to work in Canada with no restrictions.
