Job Description

CSN Collision was founded in 2002 by four successful collision repair owners to help independent repair facilities improve performance through training, operational support, and marketing initiatives. Today, CSN Collision is a leading collision repair network with over 400 locations across Canada, the United States, and Italy.

In addition to its franchise network, CSN operates a growing group of corporate-owned collision repair centres across Ontario, focused on delivering safe, high-quality repairs and exceptional customer experience.

Job Summary:

The customer service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR’s goal is to ascertain the customers’ needs and determine how best to meet them and provide them with viable options and cost-effective solutions. This role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs by entering and exiting the shop. Providing quality customer service makes for a great experience at our shop.

Primary Objectives of the Role

• Customer & Vendor Support: Handle inquiries from customers and vendors via phone, email, and in person. Maintain a professional and positive approach, provide updates throughout processes, and resolve issues promptly to ensure smooth account and claim management.
• Invoice, Payment & Claims Processing: Accurately enter invoices, post payments, create repair and towing invoices, and maintain up-to-date financial and administrative records. Receive payments from customers, insurers, and third parties.
• Scheduling & Coordination: Book appraisal, repair, rental, and sublet appointments; confirm drivability and towing needs; coordinate with head office and external partners for documentation and payment processing
• Document & System Management: Maintain organized digital and physical filing systems, update management systems with dates and notes, scan and post invoices, and track calls per claim.
• Vehicle & Courtesy Car Handling: Check in courtesy cars, record mileage and condition, and manage warranty parts for corrosion claims.
• Insurance & Claims Administration: Explain insurance processes, verify deductibles, prepare claim paperwork, update insurers on repair status, and manage estimating systems, assignments, and supplements.
• Customer Experience & Compliance: Ensure clear communication through preferred channels, manage customer touchpoints, facilitate CSI reviews, and maintain compliance with WHMIS and PIPEDA standards.
• General Office Support: Assist with office administration, labor flagging, cost management, and other duties as required, including maintaining a clean and organized workspace.

Requirements

• 3 to 5 Years of experience in customer service, accounts payable and receivables is an asset.
• 3 to 5 years of experience, automotive parts experience is preferred
• Working Knowledge of the ARMS system, Mitchell and Reynolds, Collision Link and Progi Parts to source value pricing or any other inventory Management system will be an asset.
• Valid Driver’s license

Potential On-the-Job Exposure to the following elements:

• Fumes
• Dirt
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise
• Frequently required to bend, crouch, reach, handle tools and lift in excess of 50lbs of materials

Benefits

What we offer:

• Competitive pay
• Benefits

Schedule: 8 hour shift, Monday to Friday

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN continues to grow

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.