Overview
Since 2011, CSN Shirley Drive has been a staple in the Kitchener community and a leader in collision repair. We pride ourselves on providing the highest level of customer service and treating your vehicle as if it's one of our own. Our trained technicians will repair your vehicle properly to pre-accident condition so that you can get back on the road safely.
The role of the Estimator is to provide a detailed estimate to repair a vehicle post collision. The estimator is responsible to many stakeholders. The estimator must have a professional demeanor to work with customers, insurers, vendors, and other team members of the repair facility. The estimator must instill confidence in the customer and provide clear expectations. The estimator must understand the effect of collision to a vehicle and highlight damages. The detailed estimate must include factory researched repair specifications and adhere to shop policies and insurer guidelines where applicable.
Primary Objectives of the role
* Set reasonable expectations for the customer, and educate them on the repair process
* Have thorough understanding of estimating software, required to process estimates
* Locating assignments from insurer and understanding the requirements. Understanding terms on assignment – LOU-Loss of use, WP- With prejudice, 43endorsement, betterment, deductible
* Gather additional information that may be required from the insured
* View vehicle with customer to highlight accident related damage, and previous damage non claim related
* Photograph vehicle damages as per shop policy and insurer requirement. Ensuring photos are high quality
* Determine if a vehicle is drivable or non-drivable
* Determine if a vehicle requires disassembly for an accurate estimate
* Write detailed estimates that capture all claim related damage, and research repair to ensure OEM standards and procedures are followed
* Control costs for the insurer, by selecting repair first where possible and safe, then effectively source parts according to guidelines and shop policies. Quoting sublets
* DATA- Ensure proper dates are inputted in the estimating systems- real time dates
* Ensure correct rate profiles are being selected
* Communication – ensure the claim and important details are communicated to the insurer and customer. For example when a vehicle is scheduled, or any delays
* Parts- ensure you are selecting the appropriate part for the repair, and confirm model/trim level, price and availability
* Schedule sublets
* Ensure all invoices (parts, sublet, rental towing) are added to the file as per insurer guidelines. Also, management system for ease of tracking
* Keep estimate accurate throughout the repair process with supplement, part price changes, and any additional communications to insurer required
* Upload and monitor claims for approval
* Sell customer pay/ third party pay estimates. Goal: keep a batting average at 80% or higher
* Send final supplement/final bills to insurer for approval. Goal: 48 hours post-delivery where possible
* Ensure final authorization is noted in management system, and final amounts match – for proper closing of file in management system
* Quality Control, ensure final product is ready for delivery to customer
* Deliver vehicle to customer, explain repair where required
* Inspect vehicles throughout the repair process for quality control to ensure the entire repair is completed to client, Insurance and OEM standards
Qualifications, Experience and other requirements
* Utilize Mitchell Connect and Audatex software. Any other software, please add all that may be applicable
* At least 3 to 5 years of experience working as a Collision Estimator
* At least 3-5 years’ experience with Mitchell Connect and Audatex at a proficiency level
* Proficiency in Microsoft Office Suite and other relevant software applications
* Valid Driver's License
* Knowledgeable and up to date in various Insurance “DRP” practices/guidelines
* I-CAR training would be an asset
Personal Attributes
* Organizational skills/Time Management: Strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously
* Communication style: Tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English with the ability to communicate and interact effectively with co-workers
* Collaborator: Able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions
* Problem solving: Has a critical thinking approach to problem solve and is a forward thinker
* Flexible Thinking: Considers problems from all new perspectives and can expand on the thinking or solutions proposed by others. Adapts to new ideas and initiatives relevant to own area of work
* Independent: Works well in a fast-paced environment, self-motivated, and works independently without close supervision
* Customer centric: Follows-up with customers during and after the delivery of services to ensure that their needs have been met. Keeps clients up-to-date on the progress of the services they are receiving and changes that affect them. Ensures service is provided to customers during critical periods. Prioritizes customers’ issues and address them accordingly
* Negotiation skills: Identifies main negotiating points of a given issue and engages in negotiation. Listens to differing points of view and promotes mutual understanding
* Detail-oriented and accurate in all work and communication
* Empathetic personality and confidence to the customer, to take control of the claim
* Set reasonable expectations for the customer, and educate them on the repair process
* Ability to prioritize and be effective with changing priorities
* Be professionally dressed and be a great CSN ambassador
* Build relationships with, customers, vendors, and insurers
* Conflict Management: Frames discussions positively, takes action to resolve conflict, while minimizing tension
* Health & Dental
Schedule
* 8:00AM - 5:00 PM, Monday to Friday
Career Path: As CSN continues to grow, other career opportunities may become available.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN continues to grow.
CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.
If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.
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