ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Greets clients, determines their needs, inspects vehicle damage, and collects the information necessary to prepare an accurate collision repair estimate
- Prepares accurate, detailed written damage estimates using industry estimating software (e.g., CCC ONE, Mitchell, or Audatex), including parts, labor, paint, and materials
- Documents vehicle damage with photographs and written notes to support estimates, supplements, and insurance claims
- Writes Repair Orders detailing damage, the repair plan, and pertinent information, and secures clients' signatures for authorization of repairs
- Communicates and negotiates with insurance companies and adjusters regarding estimates, supplements, and total loss evaluations, obtaining approvals prior to beginning or continuing repairs
- Prepares and submits supplement requests promptly when additional damage is discovered during teardown or repair
- Explains the repair process, estimated costs, and repair timelines to clients, including insurance coverage, deductibles, and rental or loaner vehicle options
- Coordinates parts ordering with parts personnel and maintains a record of the status of special order parts
- Follows up on the progress of each repair order during the day and contacts clients by phone or e-mail regularly to notify them of any changes to the status or estimated time of completion of their repair, documenting changes on the repair order
- Assists in scheduling vehicles for repair and managing shop workload and production flow in coordination with the Collision Center Manager
- Inspects quality of vehicles following repair to verify that all authorized work is performed and performed properly in the effort to reduce rechecks and comebacks
- Notifies clients when repairs are completed and vehicles are ready for delivery, and reviews and explains repairs and associated costs with clients upon delivery
- Documents verbal, in person, and written approvals on repair orders and add-on sales
- Maintains a readable status sheet (route sheet) of vehicles in process and carryover vehicles
- Maintains dealership standards for Customer Satisfaction Index (CSI) ratings and cycle time (keys-to-keys) performance
- Adheres to Direct Repair Program (DRP) guidelines, insurance partner requirements, and manufacturer certification standards
- Completes all assigned manufacturer, dealership, and vendor training courses within required timeframes
- Other Duties: Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time.
MINIMUM QUALIFICATIONS/SKILLS:
- Current, valid driver's license and satisfactory Motor Vehicle Report (MVR)
- High school diploma or general education degree (GED)
- Prior experience as a collision estimator, service writer/advisor, or in body shop operations preferred; working knowledge of estimating software (CCC ONE, Mitchell, or Audatex) and insurance/DRP processes a plus
- Customer service-oriented and friendly demeanor with strong written and verbal communication and negotiation skills
- Ability to multitask and manage several clients and repair orders at once; positive attitude and willingness to work as a team
SUPERVISORY RESPONSIBILITIES:
This role has no supervisory responsibilities
WORK ENVIRONMENT:
This job operates in a collision center/body shop environment with exposure to noise, dust, fumes, and paint odors, and may involve occasional travel between dealership locations. This role routinely uses standard office equipment such as computers, phones, and printers, as well as estimating software and photography equipment.
PHYSICAL DEMANDS:
- Must be able to lift up to 10 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels
- Requires standing for extended period with frequent stretching, reaching, walking and stooping, pushing and/or pulling in an environment that may be cold, hot, noisy, and wet and may have fumes or odors due to vehicle maintenance
- May require some driving and typing. Required to have visual acuity to operate motor vehicles
- Requires excellent visual acuity and manual dexterity
BENEFITS:
- Medical Insurance plans tailored to salary and wage levels
- Dental and Vision Insurance
- Paid Parental Leave
- 401(k) with matching
- Disability Insurance, Pet Insurance, Group Life Insurance
- Flexible Spending Accounts
- Critical Illness, Accident, and Hospital Indemnity Supplemental Coverage
- Voluntary life and ADD coverage
- Short-term Disability and Long-term Disability
- Competitive Pay Plans
- Paid time off, Paid Holidays and Paid Time Off for community service events
- Employee discounts on vehicle purchases and service
- Growth opportunities
- Annual company events and family-friendly celebrations
AFFIRMATIVE ACTION/EEO STATEMENT:
The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
