Service Advisor / Estimator

Job description

Welcome to a workplace where every individual passionately believes in their mission! At our company, commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters. MAJOR RESPONSIBILITIES & PERFORMANCE STANDARDS 1. Estimation, Valuations & Repair Authorization (20%) Satisfactory performance will have been attained when : Repair estimates are completed within 24 hours of vehicle inspection. Pre-Accident Values (PAVs) are completed within 48 hours , where applicable. Estimates are accurate, comprehensive, and aligned with manufacturer repair standards. Follow-up contact is made with customers and/or insurers to progress repair authorization. The Body Shop Manager is advised of vehicles in the crash car lot approaching 14 days of storage. Estimates reflect realistic labour times, parts availability, and repair scope. 2. Customer Service & Front-Line Communication (15%) Satisfactory performance will have been attained when : Telephone calls are answered promptly and professionally in accordance with company standards. Customers are greeted courteously and assisted efficiently in person and via telephone/email. Accurate, clear, and consistent information is provided regarding repairs, timelines, and costs. Customer concerns are documented and addressed appropriately. 3. Insurance Liaison & Claims Management (15%) Satisfactory performance will have been attained when : All estimates are reviewed by the Body Shop Manager prior to submission to insurance companies. Discrepancies, supplements, or changes to estimates are promptly escalated and documented. Communication with insurance adjusters is professional, timely, and factual. All estimates, approvals, and correspondence are properly filed and easily retrievable. Supplements and re-inspections are managed efficiently to avoid unnecessary delays. 4. Job Cards, Documentation & Vehicle Intake (15%) Satisfactory performance will have been attained when : Customer Job Cards are prepared accurately based on customer concerns and vehicle assessment. Job Cards include complete customer details, vehicle data, labour, parts, timelines, and payment terms. Job details are clearly explained to customers and signed authorization obtained. Parts availability is verified prior to vehicle intake. Out-of-stock parts and expected delays are communicated to the Body Shop Manager. Shipping options (sea, airfreight, courier) are discussed with customers and costs reflected on estimates. 5. Repair Monitoring, Quality Control & Compliance (10%) Satisfactory performance will have been attained when : Ongoing liaison occurs with Quality Controllers regarding repair progress. Vehicles are monitored daily to ensure adherence to agreed timelines. – Repairs are completed in accordance with manufacturer standards and Job Card instructions. Vehicles are returned clean, presentable, and complete. Customers are informed promptly of any delays or additional repairs beyond the approved scope. 6. Vehicle Delivery & Post-Repair Follow-Up (10%) Satisfactory performance will have been attained when : Customers are greeted and escorted to their vehicle upon collection. Completed repairs are explained clearly to the customer. All required documentation is completed and signed at delivery. Vehicles are test-driven and signed off by Quality Control prior to release. Post-delivery follow-up calls are conducted within one (1) week . Customer feedback, complaints, and re-do work are recorded and escalated where necessary. All re-do work is communicated to the Body Shop Manager via email. 7. Cross-Departmental Coordination (10%) Satisfactory performance will have been attained when: Effective coordination occurs with Sales, Rentals, Parts, Service, and Used Car departments. New vehicle preparation and delivery timelines are supported and met. Accurate costing and parts coordination are maintained with the Parts Department. Interdepartmental requests are managed in accordance with approved processes. 8. Compliance, Training, Reporting & Continuous Improvement (5%) Satisfactory performance will have been attained when : Work is performed in accordance with dealership manuals, SOPs, and manufacturer guidelines. Quality Control and PIRC are notified of job challenges or additional work requirements. Required training sessions and meetings are attended. Daily operational reports are accurately completed and submitted, including the Estimator’s Daily Report and the Ozone Cleaning Report. Prior to approved leave or vacation, a comprehensive Vacation Handover Report is prepared and submitted to ensure continuity of work and effective follow-up by the remaining team. The role contributes to process improvement, documentation accuracy, and operational efficiency. 9. Performance Appraisal, Training, Marketing & Promotional Support (5%) Satisfactory performance will have been attained when : There is full participation in the performance appraisal process. All training sessions recommended by the Body Shop Manager are attended. Participation is provided in advertising, promotional activities, media engagements, and events in support of the Courtesy Garage Limited Body Shop, as required. 10. Other Related Duties (5%) Satisfactory performance will have been attained when : All assignments are carried out to agreed standards. GENERAL The responsibilities outlined above will be reviewed and updated periodically to reflect the evolving needs of the Body Shop and the organization. Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!