Auto Collision Appraiser/Estimator

The role of the Appraiser/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 proved 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.  

• 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. 
• Inspect vehicles throughout the repair process for quality control to ensure the entire repair is completed to client, Insurance and OEM standards. 
• Gather additional information that may be required from the insured. 
• View vehicle with customer to highlight accident replated 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 is a vehicle requires disassembly for an accurate estimate. 
• Write detailed estimates that captures 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 is a batting average at 80% or higher. 
• Send final supplement/final bills to insurer for approval, following insurance guidelines.  
• 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. 

• 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 & (French, remove if not required), 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 
• Conflict Management: Frames discussions positively, takes action to resolve conflict, while minimizing tension 
• 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 

• Fumes
• Dirt
• Chemicals/Toxins
• Hazards
• Heat/Cold
• Noise
• May be required to bend, crouch, and reach

• Monday to Thursday:  8:00 am to 5:30 pm

• Friday: 8:00 am to 5:00 pm

• At least 3 to 5 years of experience working as a Collision Estimator 
• At least 3 to 5 years’ experience with Mitchell Connect and Audatex (Qapter) at a proficiency level.
• Knowledge of ARMS, ProgiSync, BodyShopConnect, and Google Sheets, is an asset.
• Proficiency in Microsoft Office Suite and other relevant software applications.  
• Valid Class 5 Driver's License 
• Knowledgeable and be up to date in various Insurance “DRP” practices/guidelines. 
• Organizational skills with strong attention to detail, accuracy, and ability to prioritize tasks.
• Ability to multi-task on a daily basis.
• Strong math skills.
• Ability to work collaboratively in a team-oriented environment.
• Excellent communication and interpersonal skills.
• Up to date Compliance Training, such as AODA, WHMIS, Worker Health and safety Awareness and Workplace Violence and Harassment) and knowledge of Information Security PIPEDA