JOB SUMMARY & QUALITIES
The Appraiser is responsible for providing customers with timely and friendly appraisals, with the ultimate goal of closing the sale to maintain a high closing ratio. The appraiser must handle communication with the adjuster and customer regarding status of the vehicle. This position is often the main point of contact with CARSTAR for the customer, so he or she must strive to represent the company in a professional manner. The Appraiser should have an outgoing personality, enjoy meeting people, calling on accounts and possess a classic background in sales or marketing and a good understanding of appraising and insurance claims procedures and policies. He/she must be able to make common sense decisions, be a self motivator, use excellent communication skills, both verbal and written, and portray a professional business image. It is imperative that this person possess a good work attitude and foster a positive team spirit in support with the overall philosophy of the company and fellow employees.
ACCOUNTABILITY & RESPONSIBILITY OF POSITION
Customer Service
Inspect qualified vehicles and write damage appraisals
Responsible for handling all appraisals, work authorizations, repair orders, supplements and warranties when dealing with the customer, striving to maintain and improve closing ratio for the company
Follow up on customer appraisals, in order to increase closing ratio; also can develop and implement follow-up program on appraisals
Ongoing communication with adjuster, production staff and customer regarding repair status
Inspect, repair and meet with customer when picking up vehicle to ensure customer satisfaction
Work to resolve any customer concerns or dissatisfaction with the work or the company
Responsible for maintaining consistent sales volume to meet or exceed company goals
Coordinating Staff to Achieve Sales Goals
Update and organize WIP report for daily production meetings
Participate in daily production / release meetings in order to provide key information to managerial staff
Update WIP report based on production meeting findings, copy report
Provide report to detail department and CSR reception
Cooperate with staff in planning meetings and schedules
Work with promotional representative to develop methods of follow-up and touches, such as follow-up and thank-you letters, props and other methods of maintaining constant contact and presence with agents, dealers, fleets and businesses
Participate in monthly company meetings and be willing to attend any and all training programs to enhance performance both personally and professionally
Appraisal Process
Follow the CQS customer greeting processes with all individuals
Utilizing the tools in the CQS appraisal and best practices process
Captures consistently, utilizing the vehicle assessment forms, all customer and vehicle information, detailed vehicle damage entries and prior damages as per CQS requirements
Follows the standard imaging process on all potential insurance appraisals
Will add explanation lines to necessary image or repair line entries on all appraisals
Ensure that we use most commonly missed “forgettables” found in insurance guidelines or on the CQS vehicle assessment sheets
Follow best practices when generating appraisals to achieve 95% accuracy 100% of the time – attention to detail
Administration of RO Package
Ensure all parts are ordered correctly and in a timely fashion
Ensure customer authorization is received from owner before proceeding with parts order
Parts ordering and back orders are documented in the file
Communicate to customers any outstanding moneys owing at time of authorization and at least 24 hours prior to delivery of vehicle
All authorizations, warrantee and CSI cards are completely filled out as per CQS vehicle release package criteria
Will utilize QA checklist to validate repairs completed per appraisal and that it meets CARSTAR’s and the store managers impeccable repair standards.
Signs off final inspection section of QA checklist validating vehicle is ready for delivery
EXPERIENCE/SKILL REQUIREMENTS
At least one year’s experience in Management or in the industry
Knowledge of products used in facility
Functional/Technical Knowledge
Management Software (CCC One ) – INTERMEDIATE
Microsoft Office Software (Word, Excel, Outlook) – INTERMEDIATE
Estimating Software (CCC One) – INTERMEDIATE
Specialized Training
ICAR a plus
First Aid
WHMIS
Skills and Abilities Required
Work independently without close supervision
Flexible/adaptable to constant change
Strong tact and diplomacy; ability to interact with all levels of personnel
Highly organized, analytical and motivated; ability to handle multiple concurrent assignments
Ability to prioritize, organize and plan work under own initiative
Strong communication skills (written and verbal)
Decision making, delegation skills, leadership ability
OCCUPATIONAL QUALIFICATIONS
Physical Requirements
General physical skills (carrying, lifting – 100 lbs, squatting, kneeling, pushing, standing, sitting, walking, reaching, pulling extensively)
Repetitive motion
Driving, must have valid DL
On-the-Job Exposure to the following elements
Fumes
Dirt
Chemicals/Toxins
Hazards
Heat/Cold