Customer Experience Representative: (Customer Service Centre)

The CCR is the first point of contact for customers at the MK Auto Group shop. The role involves managing customer interactions with professionalism and empathy, coordinating vehicle intake and delivery, communicating repair status updates, and supporting the overall efficiency of the front office. The CCR ensures a smooth and positive experience for customers from the time of estimate to vehicle pick up.
Key Responsibilities:
Greet customers in person and over the phone in a friendly , professional manner.
Schedule repair appointments and coordinate vehicle drop-off and pick -up.
Explain repair processes and timelines to customers clearly and accurately.
Communicate with insurance companies regarding claims, approvals, and supplements.
Maintain up-to-date records of repair orders, customer files, and vehicle status.
Provide regular updates to customers about repair progress and expected completion dates.
Handle customer concerns or complaints and escalate issues when necessary.
Process payments and finalize paperwork upon vehicle delivery.
Support estimators, technicians, and management with administrative tasks as needed.

QUALIFICATIONS:

High School Diploma or equivalent.
Previous Customer Service experience, preferably in an automotive or repair environment.
Strong communication and interpersonal skills (reading, writing, speaking, listening).
Can work independently without close supervision.
Ability to multitask and stay organized in a fast-paced setting.
Proficiency in Office software (MS Office and shop management systems).
Has A valid Class 5 License
Knowledge of automotive terminology and insurance processes is a strong advantage.
Work Environment:
Fast-paced office environment within a repair facility. Frequent interaction with customers, technicians, and insurance adjusters. Occasional exposure to shop production areas.
Why Join Us?
MK Auto Group is dedicated to providing a positive work environment that supports the growth and development of our employees. We understand that our employees are our greatest asset and we strive to create a workplace that is both rewarding and fulfilling. Here are some of the reasons why you should join our team:
Tools for Ease of Repair: We provide our technicians with the latest tools and equipment to ensure that repairs are done efficiently and effectively.
Good Wages: We offer competitive wages to attract and retain the best talent in the industry.
Well-Lit and Spacious Bay: Our facility is well-lit and spacious, providing our technicians with a comfortable and safe working environment.
Steady Hours: We offer steady hours to provide our employees with a work-life balance that is essential for family comfort and peace of mind.
Continuous Flow of Work: We have a steady flow of work, which means that our technicians are always busy and have job security.
At MK Auto Group, we are committed to providing our employees with opportunities for growth and development. We invest in our employees’ training and development and we provide a supportive environment that encourages collaboration and innovation. Join our team and be part of a company that values its employees and strives for excellence in everything we do.
Please submit the resume to
~ Email: View email address on mcgcareers.com

About MK Auto Group
MK Auto Group is a diverse group of companies focusing on automotive repair, servicing and customization. The MK Auto Group employs over 200 staff members serving a collection of CARSTAR Collision stores in and around Calgary, Alberta. The group also owns Country Hills Collision, Force Auto Styling as well as the new addition of Calgary Rim Repair.