Estimations & Customer Experience Specialist

Job Summary

The Estimator & Customer Experience Specialist plays a key role in both the technical and customer-facing sides of the collision repair process. This position is responsible for preparing detailed and accurate repair estimates, ensuring OEM procedures are followed, and maintaining clear communication with customers, insurers, vendors, and internal team members.

In addition, this role supports front-office operations by managing customer inquiries, scheduling, claims administration, documentation, and overall customer experience. The ideal candidate is detail-oriented, professional, and able to balance technical estimating responsibilities with high-quality customer service.

Responsibilities:

• Set customer expectations and educate them on the repair process.
• Utilize Mitchell, Audatex, and other estimating software to prepare accurate repair estimates.
• Review insurer assignments and understand key terms (LOU, WP, betterment, deductible, endorsements).
• Inspect vehicles throughout the repair process to ensure repairs meet OEM, insurer, and shop standards.
• Gather additional information from insured customers when required.
• Conduct walk-around inspections with customers to identify claim-related and pre-existing damage.
• Photograph vehicle damage according to shop and insurer requirements.
• Determine vehicle drivability and whether disassembly is required for an accurate estimate.
• Write detailed estimates that capture all claim-related damage and follow OEM repair procedures.
• Control costs by selecting repair over replace when safe and appropriate, and source parts according to guidelines.
• Ensure accurate data entry, including real-time dates and correct rate profiles.
• Communicate claim details, scheduling updates, and delays to insurers and customers.
• Select appropriate parts, confirm model/trim, pricing, and availability.
• Schedule sublet services and quote sublet work.
• Add all invoices (parts, sublet, rental, towing) to the file per insurer guidelines.
• Maintain estimate accuracy throughout repairs with supplements, price changes, and insurer communication.
• Upload and monitor claims for approval.
• Send final supplements and invoices to insurers
• Ensure final authorization is documented and files are closed accurately.
• Perform final quality control checks and deliver vehicles to customers, explaining repairs when needed.
• Customer & vendor support via phone, email, and in person.
• Provide professional, friendly communication and timely updates throughout the repair process.
• Enter invoices, post payments, and maintain accurate financial and administrative records.
• Receive payments from customers, insurers, and third parties.
• Schedule appraisal, repair, rental, towing, and sublet appointments.
• Confirm drivability and towing needs; coordinate with head office and external partners.
• Maintain organized digital and physical filing systems; update management systems with dates and notes.
• Scan and upload invoices; track calls and communication per claim.
• Manage courtesy cars, including check-in, mileage, condition, and warranty parts for corrosion claims.
• Explain insurance processes, verify deductibles, and prepare claim paperwork.
• Update insurers on repair status and manage estimating systems, assignments, and supplements.
• Ensure clear communication through preferred customer channels and support CSI review completion.
• Maintain compliance with WHMIS, PIPEDA, and other required standards.
• Support general office administration, labor flagging, cost management, and maintaining a clean workspace.

Requirements

• Collision estimating experience - 3-5 years of experience as a Collision Estimator.
• Customer service experience - 3-5 years of customer service, AP/AR, or administrative experience (asset).
• Software proficiency - Strong experience with Mitchell Connect, Audatex, Mitchell UltraMate, Mitchell Tech Advisor, OEM repair platforms, ARMS, Reynolds, Collision Link, Progi Parts, or similar systems.
• Insurance knowledge - Understanding of DRP guidelines, insurer processes, and claim terminology.
• Technical understanding - Ability to identify collision-related damage and understand vehicle systems.
• Compliance training - Up-to-date AODA, WHMIS, Worker Health & Safety Awareness, Workplace Violence & Harassment, and PIPEDA knowledge.
• Proficiency in Microsoft Office Suite.
• Valid Driver’s Licence.
• I-CAR training is an asset.
• Strong communication, organization, and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Benefits

Competitive pay

Health, dental, and vision benefits.

Paid time off.

Supportive team environment and opportunities for training and development.

Stable Monday-Friday schedule (8am-5pm shift).