Job Title: Estimator
Department: Production Administration
Reports To: General Manager
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SUMMARY : To effectively diagnose and prepare all estimates for repair in an accurate, thorough, and profitable manner according to insurance partner and company guidelines. Additionally, the estimator is responsible for communicating the value Gerber provides, resulting in a high closed sales ratio.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
CUSTOMER SERVICE
o Greet each customer in a cheerful, positive manner to make him or her feel comfortable and welcome.
o Maintain an appropriate dress code that characterizes professionalism and trust.
o Insure a clear understanding of service/value that Gerber provides.
o Provide excellent customer service to customers and insurance partners.
o Assist customers with insurance questions and the filing of Insurance Damage Reports if necessary.
SALES
o Survey damage on vehicles to create an estimate of repair; coordinate tear-down of vehicle as need with Production Manager..
o Complete estimates in a timely manner.
o Insure estimates are written to ensure adequate Company profits and quality repair.
o Emphasize the values of Gerber Auto Collision & Glass in the selling our service.
o Educate each customer about the repair invoiced in getting their vehicle repaired (including insurance procedures, alternative parts utilization, repair techniques, safety, value, etc. using flowchart).
o Follow up with customers about additional/supplemental damage card and possible extended repair time when necessary.
o Follow up on unsold estimates on a daily basis. (24 to 48 hours after any unsold estimate is written.)
o Follow up on all missed estimate appointments within one hour of the missed appointment.
o Review all prior damage noted (and document) and attempt to sell repair of same.
o Review the Gerber Lifetime guarantee.
o Review the insurance company guarantee.
o Verify who/how payment is to be made and document in communication notes.
o For towed in and valeted vehicles, the customer must be contacted by phone and all of the above items covered within 2 hours of vehicle arrival. Copies of all documents must be mailed or faxed to the vehicle owner.
WORK EFFICIENCY
o Follow up with Technicians after vehicle tear down and make necessary adjustments to estimate if needed.
o Inspect all incoming vehicles for unrelated damage, odometer reading, etc.
DEVELOPMENT OF OUTSIDE PARTNERSHIPS
o Assist Insurance Adjusters to create a Damage Report
o Handle add orders with insurance vendors: both DRP’s and Non-DRP’s. Estimator should assist.
o Provide service to Insurance Claim Re-inspectors or claims adjusters. Estimator should assist.
COMPANY EXPECTATIONS
o Maintain a good rapport with all employees of Gerber.
o Comply with all Company policies and procedures as outlined in the employee handbook.
o Take responsibility in your area of employment with Gerber for reporting, making recommendations and correcting situations adverse to the Company’s best interest.
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, training certification and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
• High School Diploma/GED required.
• 4-6 years related work experience is preferred.
• Prior customer service experience is a requirement.
• Photo-imaging software experience preferred.
• Must currently possess or successfully complete 16 I-CAR units within the first 12 months of employment.
