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 the status of the vehicle. This position is often the main point of contact with CARSTAR for the customer, so the Appraiser 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. The Appraiser 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 of the overall philosophy of the company and fellow employees.Accountability and Responsibility of PositionCustomer 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 the closing ratio for the company.• Follow up on customer appraisals, in order to increase closing ratio; also can develop and implement a 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.• Follow the CQS customer greeting processes with all individuals.• Utilize the tools in the CQS appraisal and best practices process.• Capture consistently, utilizing the vehicle assessment forms, all customer and vehicle information, detailed vehicle damage entries, and prior damages as per CQS requirements.• Follow the standard imaging process on all potential insurance appraisals.• Add explanation lines to necessary image or repair line entries on all appraisals.• Ensure that we use the 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 the owner before proceeding with parts order.• Document parts ordering and back orders in the file.• Communicate to customers any outstanding moneys owing at the time of authorization and at least 24 hours prior to delivery of vehicle.• Ensure all authorizations, warranty, and CSI cards are completely filled out as per CQS vehicle release package criteria.• Utilize QA checklist to validate repairs completed per appraisal and that it meets CARSTAR's and the store manager's impeccable repair standards.• Sign 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 (Mitchell and/or Summit) – INTERMEDIATEMicrosoft Office Software (Word, Excel, Outlook) – INTERMEDIATEEstimating Software (Audatex and/or Mitchell) – INTERMEDIATEWHMISFirst AidWork independently without close supervisionFlexible/adaptable to constant changeStrong tact and diplomacy; ability to interact with all levels of personnelHighly organized, analytical and motivated; ability to handle multiple concurrent assignmentsAbility to prioritize, organize and plan work under own initiativeStrong communication skills (written and verbal)Occupational QualificationsGeneral Physical Skills (carrying, lifting – 100 lbs, squatting, kneeling, pushing, standing, sitting, walking, reaching, pulling extensively)Repetitive motionDriving, must have valid DL• On-the-Job Exposure to the following elements:
#J-18808-Ljbffr