Appraiser Job Description
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.
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.
Responsibilities
* 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.
Requirements
* At least one year's experience in Management or in the industry.
* Knowledge of products used in Facility.
* Functional/Technical Knowledge:
o Management Software (Mitchell and/or Summit) – INTERMEDIATE
o Microsoft Office Software (Word, Excel, Outlook) – INTERMEDIATE
o Estimating Software (Audatex and/or Mitchell) – INTERMEDIATE
o WHMIS
o First Aid
o Work independently without close supervision
o Flexible/adaptable to constant change
o Strong tact and diplomacy; ability to interact with all levels of personnel
o Highly organized, analytical and motivated; ability to handle multiple concurrent assignments
o Ability to prioritize, organize and plan work under own initiative
o Strong communication skills (written and verbal)
* Occupational Qualifications:
o General Physical Skills (carrying, lifting – 100 lbs, squatting, kneeling, pushing, standing, sitting, walking, reaching, pulling extensively)
o Repetitive motion
o Driving, must have valid DL
* On-the-Job Exposure to the following elements: