Insurance Claims Adjuster

Job Type: Full-time, Non-Exempt

Reports To: General Manager

Job Overview:
The Estimator’s primary responsibility is to provide an exceptional customer experience by creating accurate estimates for vehicle repairs and coordinating communication between customers, repair teams, and insurance companies throughout the repair process. The Estimator plays a key role in ensuring customer satisfaction by documenting vehicle damage, assessing repair needs, and aligning with the repair facility’s key performance indicators (KPIs). This position requires strong attention to detail, exceptional communication skills, and the ability to manage multiple tasks effectively.

Key Job Responsibilities:

• Ensure every customer interaction is documented, updated efficiently, and accurately with pertinent details related to their repair.
• Provide customers with accurate and timely information, guiding them through the repair process and ensuring they receive excellent customer service.
• Communicate all customer requests and needs to appropriate team members to ensure proper execution of the repair process.
• Comply with insurance company requirements and maintain accurate documentation for each repair claim.
• Ensure compliance with all Standard Operating Procedures (SOPs), including customer drop-offs, repair planning, communication, and delivery.
• Greet customers with positive energy and professionalism, both in-person and on the phone.
• Understand and adhere to all required insurance programs, procedures, and protocols.
• Participate in daily production walks with the management team to track the repair progress and identify any issues.
• Support other team members as needed to ensure a smooth workflow.
• Attend monthly Health & Safety and staff meetings (if required) and participate in training sessions as recommended by the General Manager.
• Maintain store KPIs by maximizing performance in your role.
• Uphold the company's core values of honesty, integrity, and respect in all customer and team interactions.

Required Skills, Abilities, and Physical Requirements:

• Strong communication skills, both verbal and written, with the ability to explain technical repair information in a clear, concise manner.
• Ability to multitask and manage multiple repair estimates and communications simultaneously in a fast-paced environment.
• Strong time management skills to ensure tasks are completed within specified timeframes and deadlines.
• Excellent attention to detail when estimating repairs, evaluating damage, and documenting interactions.
• Ability to work effectively with customers, insurance companies, and repair teams to ensure timely and accurate repair processes.
• Ability to stand, walk, and move throughout the repair facility to manage repairs and inspect vehicles.
• Ability to lift or handle equipment and materials up to 50 lbs.
• Ability to use mechanical testing devices and conduct road tests to assess vehicle damage when necessary.
• Familiarity with Direct Repair Programs (DRPs) and insurance company requirements.
• Proficient in computer systems, including shop management software (e.g., CCC One).
• Must be able to maintain focus while working in a fast-paced, sometimes noisy, environment.
• Ability to perform physical tasks such as bending, kneeling, and occasionally reaching to inspect or assess vehicle damage.
• Willingness to complete I-CAR training and continue education to stay current on industry standards.
• Valid Driver’s License.

Education and Experience Required:

• High School Diploma or equivalent.
• Minimum of 1-year experience in a similar role, with knowledge of repair processes and OE guidelines.
• Basic computer skills with the ability to navigate shop management software (such as CCC One).
• Must be willing to complete I-CAR training as required.
• Valid Driver’s License.
• Experience with Direct Repair Programs (DRPs) is preferred.

Additional Information:
This job description is not intended to be an exhaustive list of all duties, responsibilities, or skills required for the Estimator role. Duties and responsibilities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.