Posted 14 days ago
Collision Experience Specialist
@ Craftsman Collision
Duncan, British Columbia
Overview
Craftsman Collision is hiring a Collision Experience Specialist, a full-time front-office role managing complex customer files, vehicle drop-off and delivery, and workflow quality under The Craftsman Way. The work includes scheduling, documentation, mentoring advisors and supporting KPIs tied to closing files within 24 hours of delivery. The posting states full-time employment and a comprehensive benefits package but no pay range or work arrangement.
Responsibilities:
- Manage complex customer files and escalated concerns
- Own vehicle drop-off and delivery processes
- Book estimates, repairs and transportation
- Monitor workflow for delays and documentation gaps
- Mentor Collision Experience Advisors
Requirements summary:
- Minimum 1 year in collision centre or automotive customer service
- Understanding of front office workflows and The Craftsman Way
- Ability to handle complex customer and insurance situations
- High school diploma required; post-secondary an asset
- Legally entitled to work in Canada
Tools & skills
Source and dates
Employer career site / ATS feed · ultipro
- Employer posting date
- 2026-10-23
- First seen by our source
- 2026-10-23
- Source record updated
- 2026-10-23
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 1+ years |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: minimal |
| Work setting | Office, Client sites |
| Position | Sitting and standing |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | High school (required) |
| Perks mentioned | Paid training |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Craftsman Collision
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Where you belong.
Full company description
Craftsman Collision is Western Canada's leader in auto body repairs in British Columbia, Alberta and Sasktachewan. Since 1977, that first shop on the corner of 6th and Yukon in Vancouver is joined by 43 others – more than any other independently owned collision repair in Canada. And all of our 600 plus employees are still as committed to leadership in quality and professionalism. At Craftsman Collision not only do we guarantee our repairs for a lifetime, but we repair vehicles to their pre-accident condition ensuring all quality and safety standards specific to the make and model of the vehicle are met. All repairs are completed by the qualified, experienced auto body and refinish technicians using the latest collision repair technology including; computerized colour matching and nitrogen-driven spray painting system that provide vehicles with a superior finish and customers with glowing reviews. Our goal is to ensure our customers are 100% satisfied with their repair and to get them back on the road in a vehicle that not only looks great, but is safe. Auto Body Repair Services: Body Work Auto Painting Scratch Repair Bumper Repair Fender Repair Dent Repair Auto Glass Repair* (Lower Mainland, Vernon, and Kelowna locations only) Aluminum Repair (select Craftsman Collision locations) We pledge to continue forging ahead in all of our present and future endeavors while maintaining an unblemished record of social responsibility, innovation, leadership, and customer service in the auto body repair sector. Visit our website at www.craftsmancollision.com for more details.
- LinkedIn followers
- 6,572
- People associated on LinkedIn
- 220
- Reported office locations
- 810 West 1st Street, North Vancouver, British Columbia V7P 1A1, CA
- Business categories
- Social Media
- Digital Marketing
- Consulting
- Sales
- Web Development
- Automotive
- SEO
- Advertising
- Other recorded names
- Distinctive Autoworks
- Craftsman Collision
- Specialties
- Auto Body Repair
- Hail Damage Repair
- Dent Repair
- Bumper Repair
- Aluminum Repair
- Auto Painting
- Body Work
- Auto Glass Repair
- Collision Repair
- Frame Straightening
- Fender Repair
- Windshield Replacement
- and Chip Repair
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Craftsman Collision is Western Canada's leader in auto body repairs in British Columbia, Alberta and Sasktachewan. Since 1977, that first shop on the corner of 6th and Yukon in Vancouver is joined by 43 others – more than any other independently owned collision repair in Canada. And all of our 600 plus employees are still as committed to leadership in quality and professionalism. At Craftsman Collision not only do…
| Field | Value |
|---|---|
| Industry | Vehicle Repair and Maintenance |
| Company size | 501-1,000 employees |
| Headquarters | North Vancouver, British Columbia |
| Organization type | Privately Held |
| Year founded | 1977 |
| Specialties | Auto Body RepairHail Damage RepairDent RepairBumper RepairAluminum RepairAuto PaintingBody WorkAuto Glass RepairCollision RepairFrame Straightening |
| Open jobs on Jobsy | 28 |
| View page |
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?
- Comprehensive benefits package
- 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.
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