Job description
Job Type: Full-Time 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
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