Customer Service Representative - ACX Kildonan

AutoCanada; Winnipeg; On-site; CAD 38,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Employee vehicle purchase & service

Employee assistance programs

Team events and contests

Professional development

Job summary

AutoCanada in Winnipeg, MB is seeking a Customer Service Representative for its collision division. This role focuses on creating appointments for the Loyalty Department, handling lease finance and cash portfolios, and delivering exceptional customer service to ensure quality and satisfaction across customers.

You will work with the Service and Retention teams, use CRM tools, and stay updated on leasing changes while supporting marketing campaigns and day-to-day operations.

Qualifications

• Experience in dealership sales administration is an asset.
• Strong verbal and written communication with a professional tone.
• Familiarity with automotive leasing and financing is preferred but training will be provided.

Responsibilities

• Deliver exceptional customer service and book appointments.
• Maintain high Net Promoter Score through follow-ups and timely reminders.
• Handle inbound/outbound calls and use CRM to follow up with leads.
• Collaborate with Service and Retention to identify upgrade opportunities.
• Explain leasing/financing terms and remaining payments to customers.
• Attend training to maintain product knowledge and participate in campaigns.
• Generate and analyze performance reports (KPIs: appointments, conversions).
• Record detailed notes in internal systems and assist with accounts receivable.
• Support in-person customer service and general office tasks.

Skills

Customer service

Professional communication

Multitasking

CRM tools

Phone proficiency

Team collaboration

Tools

CRM tools

Microsoft Office

Google Workspace

Job description

Position

Customer Service Representative

Collision

ACX Kildonan

Location

Winnipeg, MB

Classification

Full-time, Immediate hire

ACX Kildonan is part of a leading national collision repair organization with operations across Canada, including home offices in Edmonton and Montreal and more than 30 OEM-certified collision centres across eight provinces. Certified by 28 global vehicle manufacturers, our commitment to safety, quality, and customer satisfaction is stronger than ever. The ACX brand reflects our dedication to precision and excellence, ensuring every vehicle is repaired efficiently and returned to its original factory standards.

Your area of focus.

This Customer Service Representative role helps create appointments for our Loyalty Department, as well as handle our lease finance and cash portfolios.

What drives your day-to-day?

• Deliver exceptional customer service, ensuring the company’s expectations of quality and authenticity are being consistently delivered to customers.
• Maintain a high Net Promoter Score by focusing on key customer expectations, including regular follow-ups, email capture, first service visits, and timely reminders for key lease milestones.
• Handle inbound and outbound calls, leveraging scripts and CRM tools to prospect leads, book appointments, and engage with clients effectively.
• Collaborate with Service and Retention departments to identify upgrade opportunities, during service visits and key lease milestone reminders.
• Stay informed about leasing and financing changes, providing clear explanations to customers on residuals, payments, and vehicle upgrades.
• Educate customers on vehicle features, benefits, and updates, attending training sessions to maintain product knowledge.
• Participate in marketing campaigns, to increase opportunities through strategic outreach and heavy phone engagement.
• Generate and analyze regular performance reports, including KPIs such as appointments set, conversions, and customer interactions.
• Demonstrate values and behaviors consistent with the company’s culture.
• Answer customer calls and provide answers to questions accordingly with respect to their insurance claim(s)
• Assist with customer appointment check-ins and customer deliveries
• Update internal systems with detailed/accurate notes
• Assist with accounts receivable
• Assist with in person customer service as well as office work

What Are The Must-haves…

• Experience in dealership sales administration is an asset
• Professional Communication: Strong verbal (phone & in person) and written skills with a professional tone.
• Comfortable working effectively to meet proposed targets.
• Industry Knowledge: Familiarity with the automotive industry, leasing, and financing is preferred but not mandatory (training provided).
• Tech-Savvy: Proficient with Microsoft Office, Google Workspace, and CRM tools is preferred but not mandatory (training provided).
• Detail-Oriented: Ability to manage multiple tasks efficiently while maintaining high attention to detail.
• Social Media Knowledge: A plus for supporting marketing initiatives.
• You must be legally authorized to work in Canada

The Perks.

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Family Assistance Programs
• Company-wide appreciation events and contests throughout the calendar year
• Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.