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Form of workJob Description
JOB SUMMARY:
The Estimator is responsible for greeting customers, providing accurate automotive repair estimates in a DRP environment, and asking for the sale. In addition, the appraiser must handle communications with insurance adjusters and customers throughout the repair process effectively and maintain high levels of customer satisfaction.
DUTIES/RESPONSIBILITIES:
- Greet customers promptly and promptly to accurately determine customers’ needs while ensuring a high degree of customer service.
- Inspects, analyzes, and evaluates damaged vehicles to create a comprehensive and accurate estimate of repair.
- Informs customers about the repair process, including insurance claims processing, payment procedures, repair techniques, repair needs, and the expected delivery date of repair.
- Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum) for all assigned work.
- Responsible for achieving 90% (minimum) CSI/NPS (customer service, kept informed, quality of service, and on-time delivery).
- Responsible for maintaining positive relationships with insurance agents, dealerships, fleet accounts, and other customers.
- Keeps insurance adjusters, production staff, and customers informed regarding the status of the vehicle repair. Write supplements and negotiates with the insurer.
- Responsible for keeping all assigned Repair Orders (RO) current and accurate throughout the repair process.
- Inspects all completed repairs before delivering customer vehicles, and explain the warranty and Quality Control processes to all customers.
- Attend daily release meetings.
- Other duties as assigned.
EXPERIENCE / SKILL REQUIREMENTS:
- High School diploma required, bachelor’s degree preferred.
- 1-3 years prior experience as a collision estimator or insurance appraiser.
- Prior damage analysis experience – hybrid vehicles, restraint systems, electrical systems, and identifying hail, theft, and vandalism damage.
- Experience with collision management systems (CCC, MRC).
- Fluent using Mitchell or CCC-1 estimating software.
- Knowledge of Microsoft Office Software (Word, Excel, Outlook).
- I-CAR training or other industry training is preferred.
- History of working independently without close supervision.
- Strong sales and negotiation skills.
- Ability to multi-task in a fast-paced work environment.
- Valid driver’s license and insurable driving record.
- Must be able to work the following days and hours:
- Monday – Friday (8:00 a.m. – 5:00 p.m.)
- Every other Saturday (8:00 a.m. – 12:00 p.m.)
PHYSICAL REQUIREMENTS:
Essential physical requirements include:
- Standing, sitting, and walking.
- Performing repetitive motions.
WORK ENVIRONMENT:
Exposure to:
- Paint, fumes, and particles.
- Dirt / Dust.
- Chemicals / Toxins.
- Varying heat/cold.
- Intermittent noise.
