Collision Experience Advisor

Craftsman Collision 1981 LTD; Prince George; On-site; CAD 48,000 - 52,000; Full time

Job summary

Craftsman Collision 1981 LTD in Prince George, BC is seeking an entry-level Collision Experience Advisor to deliver exceptional customer service through the collision repair process. Training will cover repair workflows, insurance processes and front office systems.

Reporting to the Shop Manager, you will welcome customers, book estimates, schedule repairs, and relay status updates by phone, email, or text. No prior collision shop experience is required.

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.

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.

Skills

Customer service

Communication

Organized

Willing to learn

Education

High school diploma

Job description

2065 1st Ave, Prince George, BC V2L 2Z1, CAN

• Pay range: $48,000 CAD to $52,000 CAD. The estimated range is the budgeted amount for this position. Final offers are based on factors including skill set, experience, location, qualifications and other job-related reasons.

Description

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.