Collision Estimator
Purpose & Objective
The Collision Estimator is the primary point of contact for customers throughout the collision repair process. This position is responsible for delivering an exceptional customer experience while accurately inspecting damaged vehicles, preparing complete repair estimates, coordinating with insurance companies, and ensuring repairs move efficiently from intake to delivery.
The Collision Estimator serves as the communication bridge between the customer, insurance company, production team, and management. Every estimate must be written with accuracy, integrity, and attention to detail while maximizing repair opportunities that are safe, necessary, and supported by manufacturer repair procedures.
The ultimate objective is to provide every customer with a transparent, professional, and stress-free repair experience while helping Master Auto Group achieve its quality, customer satisfaction, and profitability goals.
Primary Responsibilities
Customer Experience
The Collision Estimator is expected to provide dealership-level customer service from the first interaction through final vehicle delivery.
Responsibilities include:
- Greet every customer professionally and promptly.
- Conduct a professional vehicle walk-around.
- Explain the repair process and expected timelines.
- Answer customer questions clearly and honestly.
- Provide consistent updates throughout the repair.
- Build trust through communication, transparency, and professionalism.
- Ensure every customer leaves with a positive experience.
Vehicle Inspection & Damage Analysis
Every vehicle must receive a thorough visual and structural damage assessment.
Responsibilities include:
- Inspect all visible collision damage.
- Identify potential hidden damage.
- Photograph vehicle damage according to company procedures.
- Verify vehicle options and equipment.
- Review OEM repair procedures when applicable.
- Determine repair versus replacement recommendations.
- Identify safety-related damage.
- Document all findings accurately.
Estimate Preparation
Prepare complete, accurate, and professional repair estimates using approved estimating software.
Each estimate should include:
- Complete labor operations.
- OEM repair procedures when applicable.
- Replacement parts.
- Repairable components.
- Paint and refinish operations.
- Mechanical operations.
- Structural repairs.
- ADAS calibrations.
- Sublet operations.
- Required materials and supplies.
- Supporting notes and documentation.
Estimates should be written completely the first time while allowing for supplements when hidden damage is discovered.
Insurance & DRP Coordination
Work professionally with insurance companies and adjusters to ensure timely approvals.
Responsibilities include:
- Review insurance estimates.
- Negotiate supplements professionally.
- Submit supporting documentation.
- Coordinate approvals.
- Maintain compliance with insurance and OEM requirements.
- Protect the customer's interests while maintaining company profitability.
Repair Planning
Develop an organized repair plan before production begins.
Responsibilities include:
- Review repair blueprint with technicians.
- Ensure all damage is documented.
- Identify required parts.
- Coordinate special-order parts.
- Anticipate repair challenges.
- Minimize production delays.
Production Communication
Serve as the communication link between the office and production departments.
Responsibilities include:
- Communicate repair changes immediately.
- Update repair orders as supplements are approved.
- Inform technicians of repair revisions.
- Coordinate with parts personnel.
- Maintain repair status updates.
- Assist production in keeping vehicles moving through the shop efficiently.
Customer Communication
Provide proactive communication throughout the repair process.
Responsibilities include:
- Schedule repair appointments.
- Update customers regularly.
- Explain supplements and repair changes.
- Communicate insurance approvals.
- Notify customers of delays when necessary.
- Schedule final delivery.
- Conduct vehicle delivery with the customer.
Sales & Profitability
Collision Estimators are expected to maximize legitimate repair opportunities while maintaining honesty and integrity.
Responsibilities include:
- Capture all collision-related damage.
- Identify OEM-required procedures.
- Recommend necessary calibrations.
- Ensure no required operation is overlooked.
- Protect gross profit through accurate estimating.
- Meet company sales and gross profit goals.
Documentation
Maintain complete and accurate repair documentation.
Responsibilities include:
- Upload photographs.
- Maintain repair files.
- Document customer communications.
- Record insurance correspondence.
- Complete repair authorization paperwork.
- Maintain electronic records according to company standards.
Shop Appearance & Professionalism
Maintain a clean, organized, and professional front office environment.
Responsibilities include:
- Keep estimator workstations organized.
- Maintain customer waiting areas.
- Present a professional appearance.
- Follow company dress code.
- Represent Master Auto Group professionally at all times.
Additional Responsibilities
Additional duties may be assigned based on the operational needs of the business.
Performance Expectations
Every Collision Estimator is expected to:
- Deliver outstanding customer service.
- Write accurate and complete estimates.
- Maintain excellent communication.
- Capture all repair opportunities.
- Minimize estimate errors.
- Maintain high closing ratios.
- Reduce supplement frequency through proper blueprinting.
- Meet cycle-time goals.
- Maintain excellent CSI (Customer Satisfaction Index) scores.
- Build lasting customer relationships.
Qualifications, Knowledge, Skills & Abilities
Candidates must possess:
- Valid U.S. Driver's License.
- Ability to be insured under the company's insurance policy.
- Minimum of two (2) years of collision estimating experience preferred.
- Strong knowledge of collision repair procedures.
- Experience with CCC ONE or similar estimating software.
- Knowledge of OEM repair procedures and structural repair concepts.
- Understanding of insurance claims and supplement negotiation.
- Knowledge of parts identification and replacement procedures.
- Excellent written and verbal communication skills.
- Strong organizational and time-management abilities.
- Professional customer service skills.
- Ability to multitask in a fast-paced environment.
- Computer proficiency, including estimating software, Microsoft Office, email, and digital communication tools.
- Ability to inspect vehicles indoors and outdoors and perform physical tasks such as walking, bending, kneeling, and standing for extended periods.
Core Values
Every Collision Estimator at Master Auto Group is expected to demonstrate:
- Integrity
- Professionalism
- Accountability
- Customer First
- Teamwork
- Excellence
- Attention to Detail
- Sense of Urgency
- Continuous Improvement
- Respect
Success Measurement
Collision Estimator performance will be evaluated based on:
- Customer Satisfaction (CSI)
- Sales Performance
- Gross Profit Performance
- Estimate Accuracy
- Closing Ratio
- Average Repair Order (ARO)
- Supplement Accuracy
- Cycle Time
- Insurance Relationship Management
- Documentation Accuracy
- Communication Quality
- Teamwork
- Attendance & Reliability
- Professional Conduct
The Collision Estimator is one of the most influential positions within Master Auto Group. This role is responsible for creating exceptional first impressions, developing accurate repair plans, guiding customers through the repair process, and ensuring every vehicle is repaired safely, correctly, and efficiently. Success in this position is measured not only by sales and profitability, but by the trust earned from every customer and the quality delivered by every repair.
Pay: $45,000.00 - $120,000.00 per year
Benefits:
- Employee discount
- Paid time off
- Parental leave
- Professional development assistance
Work Location: In person
