ROLE OVERVIEW The Appraiser is responsible for managing the customer repair experience from initial vehicle inspection through repair completion. This role prepares accurate repair estimates, coordinates with customers, insurers, technicians, and vendors, and ensures repairs are planned and executed in accordance with OEM procedures, insurer requirements, and company standards.

The Appraiser is accountable for customer communication, file documentation, repair planning, estimate management, and operational compliance while supporting key business objectives related to customer satisfaction, estimate accuracy, cycle time, and profitability.

KEY RESPONSIBILTIES

Customer Service & Communication

- Provide professional, timely, and customer-focused vehicle damage appraisals while delivering an exceptional customer experience throughout the repair process.
- Serve as the primary point of contact for customers, insurance partners, fleet accounts, vendors, and internal team members regarding repair estimates, vehicle status updates, repair timelines, and repair-related inquiries.
- Maintain proactive communication with customers throughout the repair process, including scheduled status updates and timely notification of changes affecting repairs.
- Communicate estimate completion, supplement requirements, additional damage discoveries, parts delays, insurance approval delays, and revised completion dates promptly and professionally.
- Document all customer communications, approvals, concerns, and follow-up actions within the management system and customer file.
- Demonstrate professionalism, empathy, accountability, and a solution-focused approach in all customer interactions.

Estimating & Repair Planning

- Prepare accurate, complete, and insurance-compliant repair estimates using approved estimating systems and industry-standard repair procedures.
- Conduct thorough vehicle inspections and accurately identify, document, and photograph all visible damage, prior damage, and unrelated damage.
- Review repair plans with technicians and production staff to ensure estimate accuracy, repair feasibility, and operational efficiency.
- Monitor repairs throughout production and prepare supplements promptly when additional damage is identified.




- Communicate and negotiate estimate revisions and supplements with insurance representatives as required.
- Ensure all estimate changes and customer-pay cost increases are communicated and documented in accordance with company policies and regulatory requirements.
- Meet and maintain all CARSTAR, insurer, and company Key Performance Indicators (KPIs), including estimate accuracy, cycle time, touch time, gross profit objectives, and customer satisfaction.

OEM Research & Repair Compliance

- Conduct OEM (Original Equipment Manufacturer) repair research for all applicable repair accounts.
- Obtain, review, and interpret manufacturer repair procedures, technical specifications, position statements, and repair requirements.
- Ensure repair recommendations and repair plans align with manufacturer standards and approved repair methodologies.
- Stay current with OEM repair procedure updates and industry best practices.
- Provide repair procedure documentation to support estimate accuracy, repair planning, technician guidance, quality control, and customer communication.

Customer File Management & Documentation

- Maintain complete, accurate, and organized customer files within Bodyshop Connect and all required management systems.
- Upload approved estimates, OEM repair procedures, photographs, supplements, and supporting documentation to customer files in a timely manner.
- Document all customer interactions, insurance communications, approvals, supplements, repair milestones, and delivery information using system notes and activity logs.
- Ensure all customer account lifecycle milestones are accurately tracked, including vehicle intake, estimate approval, repair progress, supplements, completion, and delivery.
- Maintain complete photographic documentation throughout the repair process, including intake, damage assessment, repair progress,



supplements, and final delivery stages.

Production Coordination & Parts Management

- Participate actively in daily production meetings and communicate repair status, scheduling concerns, parts availability, supplements, and priority vehicles.
- Coordinate with technicians, parts suppliers, insurers, and internal departments to support efficient workflow and repair completion.
- Ensure all parts orders are processed through approved software systems and properly documented according to company procedures.
- Verify parts availability and communicate delays or issues impacting repair timelines.

Financial & Administrative Responsibilities

- Verify and manage deductible collection requirements prior to vehicle release when responsible for vehicle delivery.
- Ensure customer payments, deductibles, approvals, and related documentation are accurately recorded.
- Complete pre-close reconciliation reviews for applicable commercial and fleet accounts to ensure financial accuracy and proper invoicing.
- Identify and resolve costing discrepancies and communicate required adjustments to leadership prior to closing repair orders.

Cost Control & Authorization Compliance

- Obtain Team Lead approval before processing any shop-paid repair orders, warranty-related costs, customer rentals, discounts, goodwill adjustments, or other shop-incurred expenses.
- Maintain accurate records supporting approvals, warranty administration, and financial accountability.
- Ensure all expenditures comply with company policies and profitability objectives.

Professional Standards & Compliance

- Maintain compliance with insurer requirements, OEM repair standards, company policies, safety procedures, and applicable regulatory requirements, including AMVIC guidelines.
- Protect confidential customer, insurance, and company information.
- Support continuous improvement initiatives and participate in ongoing training related to estimating systems, repair procedures, OEM requirements, insurer programs, and customer service.
- Maintain a protected, organized, and professional work environment.
- Perform other duties and responsibilities as assigned by management.

📌 Appraiser- Collision Repair (Edmonton)
🏢 CARSTAR Johnny K Group
📍 Edmonton