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Collision Desk Reviewer - San Antonio, TX in Grapevine, TX at Service King

Date Posted: 10/11/2018

Job Snapshot

  • Employee Type:
  • Location:
    Grapevine, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

CMS North Desk Analyst Overview

This oversight function is responsible for performing focused shop auto technical desk compliance audits and establishing quality assurance standards, including full file audits, and partial file audits. You will also provide analysis, coaching and oversight to shops and service writers on reinspection and file complaince results.

CMS North Desk Analyst Summary

This job is responsible for ensuring consistency of estimating practices for service writers and locations managers which align with our insurance partners expectations, agreements, and compliance to best practices. The individual conducts desk reinspections of damaged vehicles and analyzes complex estimates prepared by location service writers and body technicians. The Desk Analyst also provides key feedback and support as needed to assist business unit's continued adherence to best practices. The individual provides work guidance and direction to shop personnel and provides mentoring and coaching feeback on results. The individual works independently, prioritizes own responsibilities, and manages the individual's own workload with minimul oversight.

Key Responsibilities

Internal Customer Service

* Manages, researches, and resolves complex shop concerns, conflicts or issues identifed during desk audits
* Recommends, designs, and implements personal and business unit action plans to reinforce the intended outcome

Review Documentation and Reporting

* Documents desk review findings with proper notes, decision making process, and action plans
* Completes reinspection coaching sessions with each market identifying working, not working, and watch areas

Audit Review/Quality Assurance

* Reviews complex estimates for reinspection
* Completes desk reviews of service writer estimates to ensure adherence to estimating best practices, process, and documentation compliance
* Identifies patterns and relationships in data using multiple resources and proactively uses that expertise to coach, train, and support service writers and GMs
* Provides information on reinspection results to ensure vendors, repair facilities, and body technicians are following Allstate's specific guidelines and procedures
* Collaborates with leadership regarding inspection or file review results
* Partners with management to develop strategies to address opportunities in file quality and process execution through review and analysis of related measurements

Training Development and Delivery

* Collaborates with Service King training department to assess service writer and shop needs for training and development
* Partners with management to identify opportunities to assist with adjuster coaching, training, and mentoring


* Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
* Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
* Applies advanced knowledge of problem solving and preparation of complex reports for analysis
* Applies advanced ability to leverage learned technical skills in support of team objectives
* Applies advanced negotiation skills
* Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
* Applies advanced problem solving skills to continuously improve business outcomes
* Ability to assist leadership in achieving business unit objectives
* Applies advanced knowledge of training facilitation and coaching skills
* Works within complex assignments requiring specialized knowledge in breadth and/or depth in area of technical expertise

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled