Job Description :
This Client is one of North America’s leading luxury Collision Repair Centers certified as a Mercedes Benz, Porsche, Jaguar, Range Rover, Volvo, Lexus and BMW Certified Collision Repair Centers (CCRC).
They lead the industry ensuring integrity, quality repairs, and customer service are the top priority.
They are currently searching for the right person to complement their organization as a Collision Estimator / Appraiser.
This position is vital in building a link between our valued customers and the insurance companies.
Reporting to the Operations Manager, the Collision Estimator / Appraiser’s goal is to deliver exceptional and consistent service and experience through fair and equitable treatment.
This position is directly accountable to our client’s customers and serves as the primary contact during the entire repair process.
This involves examining and evaluating the customer’s vehicle(s) to determine the extent of damage including structural, body, mechanical, electrical and interior damage and to write comprehensive estimates and supplements for proper OEM repair.
You will also inspect vehicles throughout the repair process for quality control to ensure the entire repair is complete to both our client’s and OEM standards.
You will provide exceptional customer service by earning the trust and respect of their customers every day and ensure that the customers understand the process and make an informed decision to choose their services.
Assessing vehicle for dents, scratches, broken glass, and other areas requiring repair, replacement, or repainting.
Sights along fenders to detect frame damage, or positions vehicle in frame-aligning rig that indicates location and extent of misalignment.
Examine interior for evidence of damage to upholstery.
Estimate parts and labor to repair damage, using standard automotive labor and parts cost manuals and knowledge of automotive repair.
Review repair cost estimates with automobile repair shop to secure agreement on cost of repairs.
Examine damaged vehicle to determine extent of structural, body, mechanical, electrical, or interior damage.
Evaluate practicality of repair as opposed to payment of market value of vehicle before accident.
Determine salvage value on total-loss vehicle.
Prepare insurance forms to indicate repair cost estimates and recommendations.
Arrange to have damage appraised by another appraiser to resolve disagreement with shop on repair cost.
Estimate costs and prepare detailed estimate to restore vehicle to pre-accident condition as per OEM guidelines.
Discuss additional recommendations for customer to consider.
Thoroughly explain process to customer including timelines and payment from inception to completion in a proactive manner.
Maintain accurate records to ensure each file is current including initial assessment and investigation, photographs, videos, estimates, supplements, negotiations with insurance companies, repair procedures, communication with customers, and delivery of quality repairs in a timely fashion.
Keep customers updated and informed on completion times, costs and any possible changes regarding the status of the repair process as required in person, telephone and / or written correspondence and document in the file.
Build and maintain excellent working relationships within the industry by performing all tasks and communication with the highest level of integrity.
Remain up-to-date with OEM repair procedures, legislative changes and trends in the industry.
Comply with all corporate policies and procedures.
Assist and cooperate with the team during peak periods and heavy workload times while maintaining personal work commitments.
Be driven and work towards the collaborative results of productivity.
5+ years of experience in Collision Repair Industry.
Certified Auto Body Technician Minimum 2 years Journeyman Status is an asset.
2+ years of experience in Certified Appraisal / Estimating experience.
Good knowledge of Body Shop Connects, Audatex, Mitchell / Ultramate, Shop Man, Microsoft Word and Excel.
Valid Driver’s License.
Superior customer service skills including empathy and concern for customers.
Customer focused and service oriented.
Excellent knowledge of OEM repair processes.
Strong investigative, analytical and problem-solving skills.
Critical thinking skills to examine vehicle damage to evaluate severity and cost of repair as per manufacturer OEM guidelines.
Strong oral communication and negotiation skills including pleasant and patient telephone demeanor.
Strong attention to detail with a critical degree of accuracy regarding written communication and data entry.
Strong time management and organizational skills with the ability to prioritize work in a fast paced, changing environment.
Innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on customer needs.