Bodyshop CSR

Toyota Northwest Edmonton; Toronto; On-site; CAD 36,000 - 48,000; Full time

Job summary

Scarborough Toyota seeks a Body Shop Customer Service Representative to serve as the first point of contact for customers in a high-volume dealership environment. You will manage phone calls, greet guests, coordinate estimates, and support sales with follow-ups while ensuring a smooth, positive experience for every customer.

The role requires a valid driver’s license, a high school diploma or GED, and excellent communication, troubleshooting, and interpersonal skills.

Qualifications

• Strong customer service and troubleshooting skills.
• Experience as a customer service representative for a body shop is preferred.
• Excellent conflict resolution, negotiation, and objection handling skills.
• Highly flexible with strong interpersonal skills for a diverse environment.
• Able to communicate verbally and in writing; professional appearance and manners.

Responsibilities

• Greet and assist all customers promptly and professionally.
• Manage busy phone system and direct calls to the appropriate person or department.
• Assist sales with estimate follow-up calls and appointment scheduling.
• Provide updates on vehicle status and coordinate rental car reservations.
• Explain billing and ensure payment arrangements prior to delivery.
• Maintain a courteous, accurate, and friendly customer experience.

Skills

Customer service

Troubleshooting

Interpersonal skills

Communication (verbal & written)

Professional demeanor

Team oriented

Flexible

Conflict resolution

Negotiation

Objection handling

Strong work ethic

Phone systems / call handling

Education

High school diploma or GED

Tools

MS Word

Excel

Email

Job description

Scarborough Toyota is currently seeking a Body Shop Customer Service Representative to join our team of customer focused professionals within our high volume and process-driven dealership.

Purpose/Summary of Position:

As the "director of first impressions" for the dealership, the Body Shop Receptionist maintains a consistently professional appearance, a friendly and welcoming disposition with customers, guests and staff and maintains a positive and courteous demeanour in all interactions. In addition to operating a busy multi-line phone system, in-person guest greeting and sales coordination, the Receptionist is also responsible for various administrative duties.

Key Accountabilities & Objectives:

• Ensure all customers are greeted and assisted in a prompt and professional manner
• If on the phone look up and make eye contact with the person and give an indication that you'll be just a moment
• Effectively manage all incoming phone calls, walk-in business and direct to the appropriate person or department
• Take full responsibility for handling all incoming phone calls in a courteous and polite manner
• Always try and answer calls on the first or second ring
• Never leave a customer on hold for more than two minutes
• Memorize and use the phone scripts provided
• Establish the purpose of incoming calls; question the caller and handle as many questions and situations as possible
• Forward calls to the appropriate staff members, if person is not available to take the call ensure the message is relayed to them
• Suggest estimate appointments but don’t turn away customers without an appointment
• Assist sales with estimate follow-up calls
• Answer customer questions about work in process, if needed contact service
• Review list of vehicles in the shop and contact customers with updates on the status of their vehicle
• Manage rental car reservations
• If customer has a problem or complaint handle the situation, if needed contact the appropriate manager
• Review jobs in process and verify that payment had been arranged prior to delivery. Do not release vehicle without full payment unless prior arrangements have been made
• Before accepting payment explain the billing to customer
• Ensure all customers are treated in a manner that makes them feel comfortable and important

Special Requirements:

• Valid driver's license
• High school diploma or GED required
• Strong customer service and troubleshooting skills
• Experience working as a customer service representative for a body shop preferred
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel and e-mail
• Professional appearance and manners
• Strong work ethic and positive team attitude

Scarborough Toyota is an equal opportunity employer which values diversity in the workplace. If you require accommodation in order to participate in the hiring process, please contact us at [phone] ext 4004 or [e-mail] to make your needs known in advance.

In accordance with Ontario's Employment Standards Act (ESA) requirements, we confirm that this job posting is for an existing position within our organization.

As an equal opportunity employer, we encourage applications from all qualified individuals, including persons with disabilities, visible minorities, women, and Indigenous peoples. We appreciate your interest in joining our team; however, only candidates selected for an interview will be contacted.

Scarborough Toyota is an equal opportunity employer. We welcome and encourage applications from individuals with disabilities. Accommodations are available upon request throughout the recruitment process.