The Customer Service and Office Administrator is responsible for providing exceptional customer service, and supporting the Shop Manager with operations initiatives and administrative duties.
They are also accountable for daily and monthly bookkeeping duties; including : Accounts Payable and Accounts Receivable management, all repair billing, cash balancing, month end closing procedures, payroll verification and shop team support as well as various account reconciliations.
This position is located at our Colwood location - 1746 Island Highway, Victoria.
Interacts with customers in a caring, friendly and professional manner and assists in clearly identifying the customers’ needs to relay to the rest of the team.
Gathers all required information to pass along to estimator;
Takes ownership of a customers’ concerns and issues until they are satisfied or until they are able to pass them on to the appropriate person;
Answers phones, handles telephone enquiries, books appointments, makes appointment reminder calls and notifies customers of repair completion as directed;
Greets customers as they walk in the door and helps ensure their wait time is agreeable;
Signs customers in and out and collects all necessary payments;
Helps customers to understand our processes and procedures by explaining in a clear, simple and respectful manner;
Deals with all customer interactions promptly including monitoring of Production Dashboard in the Craftsman Management System (CMS) for alerts / correspondence as well as voicemail and email;
Participates in daily Production Meetings to keep updated on repair progress and customer concerns;
Assists with making transportation arrangements for customers as required;
Actively participates in creating the Craftsman Sparkle by maintaining a clean, tidy and professional office.
Downloads and prints assignments from insurance companies using Audatex and Mitchell and prepares new files for estimators;
Manages the shop’s email inbox and forwards, distributes or files emails accordingly;
Prepares monthly promotional and printing inventories and organizes replenishing as necessary;
Orders all office supplies and printer toner cartridges;
Organizes social event sign-ups for shop and communicates any other directives to staff from Head Office (ie : training dates, presentations);
Initiates new hourly employees in Dayforce and walks them through all necessary forms. Assists employees with Dayforce access and ongoing self-management including relaying and interpreting company policies.
Submits change forms for employees as required by Shop Manager. Liaises with ITA to report apprentice training hours. Co-ordinates with HR Department for employee matters.
Records hourly employee vacations in CMS Vacation Planner;
Opens or closes up shop as required by Shop Manager;
Coordinates filing, storage and disposal of all office paperwork / records;
Directs vendors and delivery drivers as required;
Purchases office groceries, postage stamps, etc.;
Opens and manages the daily shop mail;
Assists Shop Manager with event organization (ie : prize donation collection, staff lunches, vendor gifts, holiday decorating);
Arranges courier services when necessary;
Contacts and arranges service personnel as requested by Shop Manager (ie : plumber, locksmith);
Liaises with Head Office to provide any requested information in a timely manner, including IT, Real Estate, Operations, HR, and Marketing departments;
Supports in-shop training of new staff;
Notifies Shop Manager of anything requiring attention (ie : replacement vehicle repairs / cleanliness, staff concerns).
Daily Bookkeeping Duties
Updates CMS for arrived and delivered vehicles as changes occur;
Closes POS machine, prints and posts the Deposit Journal. Prepares a bank deposit slip daily for any cash / cheques;
Finalizes all work orders from previous day and bill insurance companies accordingly. This includes entering, printing and filing ICBC claim cycle time / payment request information via ICBC website (BC only);
Invoices parts / sublet / rental invoices relating to work orders via Purchase Orders and reviews any discrepancies;
Posts any A / R cheques into Traverse A / R and reconciles any over / short payments;
Enters invoices for non-trade payables (overhead) into Traverse A / P;
Banking as required (at least weekly);
Posts PO Journals and Non-Trade Transaction Journals as required;
Monthly Bookkeeping Duties
Prepares all payable cheque runs (mid & month end). This includes the reconciliation of petty cash, management expenses and balancing all invoices to be paid to vendor statements and Traverse A / P lists.
Prepares monthly log for Head Office for any aging A / P amounts;
Reconciles Flat-Rate and Straight-Time hours with employees (with the help of Shop Manager) and posts the Flat-Rate Journal in CMS on a semi-monthly basis.
Ensures export to Dayforce is accurate and makes any other entries as required (vacation payouts, training hours, etc). Prepares manual cheques and ROE’s for any terminated hourly employees or for those on leave;
Updates employee payroll profiles as necessary, uploads employee documents / certificates to Dayforce and ensures all employee information is correct;
A / R Collections on unpaid balances including sending statements to customers and preparation of monthly log for Head Office;
Follows month-end procedures on the first day of every month as outlined in the Shop Manual and reviews monthly reports with Shop Manager;
Reviews monthly ARA and MSP benefits statements for accuracy and assist employees manage any changes to be made;
Reconciles GL accounts 4920 (Other Income / Over-Shorts), 1130 (Employee A / R) and 1999 (Suspense);
Performs year-end requirements as directed by Head Office.
Helps with directing and arranging vehicle tow-ins and any necessary customer contact;
ATS management that may include monitoring ATS Responsibility Dates, booking rentals including obtaining any necessary insurance approvals, daily scheduling and next-day planning along with managing any availability issues as well as helping to ensure that ATS revenue is maximized (ie : pre-ATS, back-ordered parts);
Organizes work orders for incoming appointments;
Only with appropriate training : submits small supplements using Audatex and Mitchell such as parts price changes, rate changes, ATS addition / deletion, deductible changes, etc;
Submits B-sheet requests to insurance companies as directed;
Other related duties as assigned.