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 d