Customer Success Manager, Enterprise

In 1973 CSN Glen-Merritt opened as a family-run business offering customers top quality collision repairs and friendly hometown service. Using state of the art equipment, our trained technicians will repair your vehicle properly so that you can get back on the road safely.  The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. The CSR’s goal is to ascertain the customer’s needs and determine how best to meet them and provide them with viable options and cost-effective solutions. The role ensures that they keep the customer and insurance company up to date on the process of each repair and help to maintain the flow of all repairs entering and exiting the shop.  Providing quality customer service makes for a great experience at our shop as well as ensures repeat customers. Primary Objectives of the Role Greet and Process customers in person, on the phone and electronically in a professional manner. Keep customers updated throughout the process, work with team members to get status updates to communicate to the customer. Answer all inquiries and explain all insurance related processes and needs to customers. Outline the customer touchpoints and follow through. Ensures primary method for communication is acquired, and followed (phone, email, text) Monitor Estimating systems for requests and Monitor for assignments, make notes when assignments received and follow up with customers within 24hrs to book appraisal appointment, confirm drivability, towing etc. Import assignments into estimating system, include 3rd party appraisals and enters all administrative data Schedule and book insurance or private repair appointments by the hours of the job being repaired. Explain to customers rental eligibility and book them as required. Verify Deductibles and communicate to customer. Prepare all necessary paperwork for claims (drop packages and pickup packages). Check in all courtesy cars after customers return them, (record mileage, gas, note any damages). Receive payments from customers, insurance companies and third-party payors. Create files/invoices for repairs, towing bills, rental bills. Update insurance company on repair date, repairs, deductible. ARMS Updates Check on supplements and inform customers. Assist with coordinating Sublet bookings. Pre-close/close jobs Direct all outside companies to the proper area for delivering parts. Office administration. Work with co-workers in a professional and kind manner. Other duties as required. Office organization, cleaning. Post Invoices, scan to management system, Cost management. Management system organization and updating Dates and Notes, track calls per claim. CSI- Managing reviews and facilitating with customers to attain google reviews post repair. Other duties as required Requirements 3 to 5 Years experience in Customer service. Automotive experience is preferred Working Knowledge of the ARMS system, Mitchell and Audatex Have up to date WHMIS training, knowledge of Information Security PIPEDA Must abide by our safety program, including the use of personal protective equipment as appropriate Valid driver's license Personal Attributes: Organizational skills/Time Management: Strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously. Communication style: Tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English & (French, remove if not required), with the ability to communicate and interact effectively with co-workers. Collaborator: Able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions Conflict Management: Frames discussions positively, takes action to resolve conflict, while minimizing tension Problem solving: Has a critical thinking approach to problem solve and is a forward thinker Flexible Thinking: Considers problems from all new perspectives and can expand on the thinking or solutions proposed by others. Adapts to new ideas and initiatives relevant to own area of work. Independent: Works well in a fast-paced environment, self-motivated, and works independently without close supervision Attention to detail and high degree of Accuracy. Customer Service Oriented   On-the-Job Exposure to the following elements: Fumes Dirt Chemicals/Toxins Hazards Heat/Cold Noise Benefits Supplemental Pay: Overtime Pay Benefits: Health , dental, life, 50% paid by employer Schedule: (Add schedule Specific to each Shop) 8.5 hour shift, Monday to Friday Career Path: As CSN Glen-Merritt Collision continues to grow, other career opportunities may become available. Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN Glen-Merritt Collision continues to grow CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. Disclaimer: CSN Collision Centres “CSN” does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CSN to provide resumes to this posting or website will be considered unsolicited and will not be considered. CSN will not pay any referral, placement, or other fee for the supply of such unsolicited resumes or information.

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Basic Function: To act as customer service representative, greet and direct customers while providing a wide range of information and services in response to customer needs. Position Description: To act as customer service representative, greeting and directing customers in a prompt, professional and service-oriented manner, complying with County standards for customer service. Act as primary receptionist for Social Services and Housing programs, by greeting incoming clients/members of the public, operating the department phone system, responding to inquiries, taking messages and transferring calls Work with the IT Department staff to update employees’ names and extensions for the phone system. Provide a wide range of information and services in response to customer inquiries. Provide customer service support to Social Services clients, through the scheduling and viewing of appointments on standardized software (SAMS, Scheduler, Sharepoint) and by assisting them with the computers in the reception area. Process incoming and outgoing mail (Canada Post, corporate and commercial courier). Accept incoming payments from the general public and process the payments as per corporate standard. Assist with the Harm Reduction Program by distributing Naloxone kits, needle supplies, ensuring the paperwork is completed properly, and collecting returned sharps containers from clients, as required. Receive incoming shipments/supplies Maintain the fax machine, receive faxes on behalf of Social Services and Housing Ensure the reception area is tidy and stocked with updated information pamphlets Participate in department team meetings providing input into clerical and organizational matters where applicable Perform other duties as assigned Requirements Knowledge and Experience: Grade 12 plus an additional one-year program/certificate in administrative/business/accounting studies. One year experience in customer service field. Skills and Abilities: Good broad-based knowledge of municipal operations and services Proven customer service, public relations and interpersonal skills Ability to deal with sensitive and confidential information/situations Understanding and sensitivity when interacting with vulnerable people. Excellent time management, and organizational skills Strong conflict resolution and de-escalation skills Excellent oral communication skills Valid Ontario driver’s license and access to a reliable vehicle. Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act Computer expertise in corporate standard software (Microsoft Office), department specific software to data search and create and modify word processed documents and the cash receipt system. Benefits Posting #: CUPE 61.25 Position: Customer Service Representative Status: Temporary Full Time (date of hire to approximately December 31, 2025) Number of Vacancies: 1 Employee Group: CUPE Local 4700 Salary: $23.56 - $29.43 per hour Division: Emergency and Social Services Department: Social Services and Housing Reports To: Program Manager, Ontario Works Location: Dunnville, ON Posting Period: July 23, 2025 - August 6, 2025 How to Apply: Follow the link below for the application process through Google Chrome: Ensure the file extension for your resume document is .doc, .docx or .pdf If you are electing to include a cover letter, the cover letter and resume must be uploaded as 1 file. Find out more information about Norfolk County here: Employment at Norfolk County - NorfolkCounty.ca. The Corporation of Norfolk County is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment process. Applicants need to make their needs known in advance. Successful applicants are required to provide the Employer with a current Criminal Record Check, including a Vulnerable Sector where required and verification of education. Thank you for your interest in this position. Only those to be interviewed will be contacted.

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