Collision Experience Advisor

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

Job summary

Craftsman Collision 1981 LTD is hiring a Collision Experience Advisor in Duncan, BC. This entry-level position emphasizes delivering exceptional customer service through the collision repair process. Training will be provided; no prior collision shop experience is required.

You will learn insurance workflows, front office systems, and repair timelines while supporting customers. Reporting to the Shop Manager, you will handle appointment bookings, status updates, and transportation coordination,

Qualifications

• No prior collision shop 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

Post-secondary education asset

Job description

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

Description

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.

Why work at Craftsman Collision?

• Opportunities for professional growth and I-CAR training
• Be part of a proudly Canadian company that values teamwork, innovation, and doing things the right way

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.