Collision Experience Specialist

Craftsman Collision 1981 LTD; Duncan; On-site; CAD 52,000 - 56,000; Full time

Benefits offered by this job

I-CAR training

Professional growth opportunities

Job summary

Craftsman Collision 1981 LTD in British Columbia is seeking a Collision Experience Specialist to advance the customer experience path. You will build on the Advisor role, combining advanced service with front-office mastery of The Craftsman Way to coordinate scheduling, documentation, and workflow.

Reporting to the Shop Manager, you will handle complex cases, schedule estimates and repairs, own vehicle drop-off, provide accurate timelines, mentor junior advisors, and help meet KPIs while

Qualifications

• 1 year minimum experience in collision or automotive customer service.
• Strong front-office workflow understanding.
• Ability to handle complex customer and insurance situations.
• Excellent organizational, problem-solving, and interpersonal skills.

Responsibilities

• Provide high levels of customer service and manage complex files.
• Resolve issues and escalate to Shop Manager when needed.
• Schedule estimates, bookings, and transportation requirements.
• Own vehicle drop-off and delivery processes.
• Communicate timelines and manage customer expectations through repairs.
• Serve as a subject matter expert on DRP and CAPP processes.
• Ensure pre-wash, mapping, and documentation meet TCW standards.
• Monitor workflow to identify delays and gaps and take corrective action.
• Participate in daily production meetings and relay customer priorities.
• Mentor and support Collision Experience Advisors.
• Support KPIs tied to TCW metrics.
• Assist in closing files within 24 hours of delivery.
• Ensure compliance with safety and company policies.

Skills

Customer service

Front office workflows

Interpersonal skills

Problem solving

Organizational skills

Education

High school diploma

Tools

Shop management systems

Scheduling tools

Job description

• Pay or shift range: $52,000 CAD to $56,000 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 Specialist is the next step in the customer experience career path. Building on the Advisor role, the Specialist combines advanced customer service expertise with front office mastery of The Craftsman Way (TCW). This role is pivotal in maintaining TCW standards across scheduling, documentation, and workflow coordination.

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 the highest levels of customer service, managing complex files and escalated customer concerns;
• Resolves customer service issues and escalates to the Shop Manager where appropriate;
• Determines customer needs including estimate scheduling, repair booking, and transportation requirements;
• Acts as primary owner of vehicle drop-off and delivery processes;
• Provides accurate timelines and manages customer expectations throughout the repair process;
• Serves as a subject matter expert on Direct Repair Program (DRP) requirements and CAPP processes;
• Ensures vehicle pre-wash, mapping, and documentation meet The Craftsman Way standards;
• Monitors workflow to identify delays, missed parts, or documentation gaps and takes corrective action;
• Participates in daily production meetings, relaying customer insights and priorities;
• Mentors and supports Collision Experience Advisors;
• Supports management in achieving KPIs tied to TCW performance metrics;
• Contributes to the goal of closing all files within 24 hours of vehicle delivery;
• Works with the Shop Manager to support compliance with health, safety, quality, and employment standards;
• Supports compliance with internal policies, procedures, and guidelines;
• Supports company standards in SPARKLE, safety, and security;
• Represents and promotes the Craftsman Collision brand in all internal and external interactions; and
• Other duties as assigned.

QUALIFICATIONS

• Minimum of 1 year of experience in a collision centre or automotive customer service environment;
• Strong understanding of front office workflows and The Craftsman Way principles;
• Demonstrated ability to handle complex customer and insurance situations;
• Strong organizational, problem-solving, and interpersonal skills;
• Proficiency with shop management systems and scheduling tools;
• High school diploma required; post-secondary education an asset;
• Must be legally entitled to work in Canada with no restrictions.