#53952 Virtual Service Advisor (Collision)

Location: 100% Remote

VIRTUAL SERVICE ADVISOR (COLLISION)

Role Summary:

We're looking for a responsible individual to manage the end-to-end collision repair process, ensuring seamless coordination between customers, insurance providers, and repair teams.

This role plays a critical part in delivering a smooth customer experience while maintaining efficiency in repair timelines, approvals, and documentation.

Key Responsibilities:

• Receive and intake insurance claims, ensuring all required information and documentation are complete and accurate
• Schedule vehicle inspections and coordinate with estimators and repair teams
• Prepare detailed repair estimates and submit supplements as needed based on additional findings
• Liaise directly with insurance adjusters to secure timely approvals and resolve any discrepancies
• Provide consistent and proactive updates to customers regarding repair status, timelines, and any changes
• Monitor and track repair progress to ensure adherence to agreed timelines and service standards
• Maintain accurate records of claims, approvals, communications, and repair documentation
• Coordinate with internal teams to address delays, parts availability issues, or workflow bottlenecks
• Ensure compliance with company procedures, insurance requirements, and quality standards

Key Performance Indicators (KPIs):

• Reduction in overall repair cycle time
• Timely and efficient approval of supplements
• 100% compliance in providing regular customer updates
• High customer satisfaction and positive service feedback
• Accuracy and completeness of estimates and documentation