Collision Experience Lead - Customer Care & Scheduling

Craftsman Collision; Duncan (OK); On-site; USD 37,000 - 40,000; Full time

Job summary

Craftsman Collision is seeking a Collision Experience Specialist to advance our customer experience path. You will blend front office mastery with advanced service skills to supervise scheduling, documentation, and workflow across repair processes.

The role emphasizes handling complex insurance scenarios, timely file closures, and mentoring fellow advisors while aligning with TCW standards. Reporting to the Shop Manager, this on-site position offers opportunities for growth within a proudly

Qualifications

• Experience in collision centre or automotive customer service is required.
• Knowledge of front office workflows and TCW principles.
• 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 without restrictions.

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.

Skills

Customer service

Front office workflows

Problem solving

Interpersonal skills

Scheduling tools

Education

High school diploma

Post-secondary education asset

Tools

Shop management systems

Scheduling tools

Job description

Craftsman Collision is seeking a Collision Experience Specialist to advance our customer experience path. You will blend front office mastery with advanced service skills to supervise scheduling, documentation, and workflow across repair processes.

The role emphasizes handling complex insurance scenarios, timely file closures, and mentoring fellow advisors while aligning with TCW standards. Reporting to the Shop Manager, this on-site position offers opportunities for growth within a proudly