Collision Exp Advisor

JOB PROFILE – COLLISION EXPERIENCE ADVISOR (CEA)

The Collision Experience Advisor is an entry-level role focused on delivering exceptional customer service throughout the collision repair process. This position requires strong communication skills and a willingness to learn. No prior collision shop experience is required—training will be provided to build familiarity with repair workflows, insurance processes, and front office systems.

Reporting to: Shop Manager

KEY RESPONSIBILITIES

• Provides high levels of customer service, both internally and externally, with a focus on creating a positive first impression;


• Welcomes customers and explains the collision repair process, setting clear expectations;


• Determines customer needs including estimate booking, repair scheduling, and transportation requirements;


• Books estimate appointments over the phone when necessary and provides prompt service to walk-in customers;


• Provides repair status updates to customers via phone, email, or text;


• Assists customers with insurance claims information and required documentation;


• Coordinates customer transportation needs including rides, replacement vehicles, and rentals;


• Assists with vehicle drop-off and delivery, including overview of completed repairs;


• Ensures vehicle pre-wash, mapping, and required photos are completed as per The Craftsman Way;


• Participates in daily production meetings to understand workflow and relay relevant customer information;


• Maintains accurate records in shop management systems and dashboards;


• Supports compliance with internal policies, procedures, and guidelines to promote consistent application within the Company;


• Supports company standards in SPARKLE, safety, and security;


• Represents and promotes the Craftsman Collision brand in a positive manner aligned with stated values; and


• Other duties as assigned.

QUALIFICATIONS

• No prior collision repair experience required;


• Customer service experience preferred (retail, hospitality, call centre, or similar);


• Strong verbal and written communication skills;


• Organized, dependable, and eager to learn;


• High school diploma required; post-secondary education an asset;


• Must be legally entitled to work in Canada with no restrictions.