Collision Repair Advisor

Job Description

Job Description

Salary:

Are you an outgoing, sales-driven professional who thrives on delivering exceptional customer service? Do you have the ability to build relationships, upsell services, and confidently guide customers through the repair process? If so, we want YOU on our team!

Position Overview:

As a Repair Advisor, you are the first and most important touchpoint for customers, setting the tone for their entire repair experience. Your primary goal? Get the customer to trust us and hand over their keys at drop-off!

Youll manage the intake process, ensure all vehicle and insurance details are in place, and proactively identify upsell opportunities. Youll also support customers through their insurance claims process, ensuring they receive the best possible service. From check-in to rental coordination, youll own the customer experience.

Key Responsibilities:
Be the welcoming face of the shop, make a great first impression with professionalism and enthusiasm.

Explain the repair process clearly, setting expectations and answering questions.

Conduct a detailed vehicle walk-around, documenting damage and identifying issues.

Ensure all customer and insurance details are collected and verified accurately.

Support the customer experience all the way through their rental vehicle process before transitioning them to the Repair Planner.

Educate customers on the benefits of optional repairs, such as cosmetic touch-ups or protective coatings.

Confidently upsell additional services to increase the overall repair value while ensuring customers receive the best service.

Understand insurance company processes and assignments to ensure a smooth customer experience.

Confirm insurance coverage, obtain repair authorizations, and explain deductible/payment options to customers.

Collaborate with estimators and technicians to create accurate, transparent repair estimates using CCC One Jumpstart.

Ensure a seamless transition from intake to repair planning, making sure all pre-repair activities (scanning, ADAS identification) are completed.

Maintain a clean, organized, and professional front office environment.

Accurately document and store all customer, vehicle, and insurance paperwork.

Provide timely updates on repair progress, keeping customers informed every step of the way.

Finalize vehicle delivery, verify payments and walk customers through post-repair details.