Job Summary The Estimator & Customer Experience Specialist plays a key role in both the technical and customerfacing 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 frontoffice operations by managing customer inquiries, scheduling, claims administration, documentation, and overall customer experience.

The ideal candidate is detailoriented, professional, and able to balance technical estimating responsibilities with highquality 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 walkaround inspections with customers to identify claimrelated and preexisting damage.

Photograph vehicle damage according to shop and insurer requirements.

Determine vehicle drivability and whether disassembly is required for an accurate estimate.

Write detailed estimates that capture all claimrelated damage and follow OEM repair procedures.

Control costs by selecting repair over replace when safe and appropriate, and source parts according to guidelines.

Ensure accurate data entry, including realtime dates and correct rate profiles.

Communicate claim details, scheduling updates,



and delays to insurers and customers.

Select appropriate parts, confirm model/trim, pricing, and availability.

Schedule sublet services and quote sublet work.

Add all invoices (parts, sublet, rental, towing) to the file per insurer guidelines.

Maintain estimate accuracy throughout repairs with supplements, price changes, and insurer communication.

Upload and monitor claims for approval.

Send final supplements and invoices to insurers Ensure final authorization is documented and files are closed accurately.

Perform final quality control checks and deliver vehicles to customers, explaining repairs when needed.

Customer & vendor support via phone, email, and in person.

Provide professional, friendly communication and timely updates throughout the repair process.

Enter invoices, post payments, and maintain accurate financial and administrative records.

Receive payments from customers, insurers, and third parties.

Schedule appraisal, repair, rental, towing, and sublet appointments.

Confirm drivability and towing needs; coordinate with head office and external partners.

Maintain organized digital and physical filing systems; update management systems with dates and notes.

Scan and upload invoices; track calls and communication per claim.

Manage courtesy cars, including checkin, mileage, condition,



and warranty parts for corrosion claims.

Explain insurance processes, verify deductibles, and prepare claim paperwork.

Update insurers on repair status and manage estimating systems, assignments, and supplements.

Ensure clear communication through preferred customer channels and support CSI review completion.

Maintain compliance with WHMIS, PIPEDA, and other required standards.

Support general office administration, labor flagging, cost management, and maintaining a clean workspace.

Requirements Collision estimating experience 35 years of experience as a Collision Estimator.

Customer service experience 35 years of customer service, AP/AR, or administrative experience (asset).

Software proficiency Robust experience with Mitchell Connect, Audatex, Mitchell Ultra

Mate, Mitchell Tech Advisor, OEM repair platforms, ARMS, Reynolds, Collision Link, Progi Parts, or similar systems.

Insurance knowledge Understanding of DRP guidelines, insurer processes, and claim terminology.

Technical understanding Ability to identify collisionrelated damage and understand vehicle systems.

Compliance training Uptodate AODA, WHMIS, Worker Health & Safety Awareness, Workplace Violence & Harassment, and PIPEDA knowledge.

Proficiency in Microsoft Office Suite.

Valid Drivers Licence. ICAR training is an asset.

Strong communication, organization, and problemsolving skills.

Ability to work in a fastpaced environment and manage multiple priorities.

Benefits Competitive pay Health, dental, and vision benefits .

Paid time off .

Supportive team environment and opportunities for training and development.

Stable Monday

Friday schedule (8am-5pm shift).

📌 Estimations & Customer Experience Specialist (New Hamburg)
🏢 CSN Collision
📍 New Hamburg