Crash Champions

Art Director

• Manage and complete all parts ordering: Quickly and accurately order parts based on initial estimates and supplements; Communicate with parts vendors to order parts as needed; Partner with Repair Planners to ensure parts accuracy
• Monitor deliveries: Regularly track parts status and communicate with vendor on parts status as needed; Update Repair Planner accordingly
• Receive and check in parts: Receive and mirror match delivered parts to repair orders and ensure all parts are placed and accounted for on the parts cart
• Inspect delivered parts for quality: Inspect parts for damage upon delivery within two hours of expected drop off
• Return incorrect parts: Return incorrect parts immediately to the vendor
• Drive parts related KPIs: Monitor parts margin, pending credits, shop consumables inventory and Material spend; Communicate to General Manager as needed to discuss optimization
• Coordinate parts invoicing: Ensure parts invoices are posted daily in CCC One – make corrections as necessary
• Support Body Technicians with parts knowledge: Supply reference materials to Technicians to ensure proper parts usage as needed; Keep up on laws and regulations of parts installation
• Lead Parts Team (if applicable): Serve as a mentor and direct the activities of the Parts Assistant

Parts Manager

Producer

• Assign jobs to Body Technicians and maintain proper job mix to ensure smooth production flow through all departments
• Coordinate repairs
• Review work with Technicians and support with issues/questions about repairs when needed
• Ensure on-time delivery
• Maintain safe production environment
• Perform Quality Assurance
• Lead team

Production Manager

Manager

• Meet or exceed location revenue goals and other KPIs
• Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency
• Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Ensure all repairs are in line with Crash Champions and I-Car quality standards, all repairs are billed accurately and correctly, and back of shop PPE protocol is upheld
• Ensure production staff adheres to punch-in/out guidelines and flag-hour procedures for weekly payroll processing
• Communicate with team to ensure production is moving as needed to meet delivery requirements
• Write complete estimates after full disassembly and damage discovery

General Manager

Customer Support

• Ensure that all customers and prospective customers are greeted and assisted in a prompt and professional manner
• Clean workspace, this is the first point of contact our customers have with our facility
• Effectively manage all incoming phone calls, walk-in business, and written correspondence, and direct such matters to the appropriate person or department
• Provide clerical and administrative support to the General Managers and Service Advisors
• Handle receivables, payables, entry of information into the accounting system and various spreadsheets and balance month end statements
• Perform other related duties as assigned

Customer Service Representative

• Ensure that all customers and prospective customers are greeted and assisted in a prompt and professional manner.
• Clean workspace, this is the first point of contact our customers have with our facility.
• Effectively manage all incoming phone calls, walk-in business, and written correspondence, and direct such matters to the appropriate person or department.
• Provide clerical and administrative support to the General Managers and Service Advisors.
• Handle receivables, payables, entry of information into the accounting system and various spreadsheets and balance month end statements.
• Perform other related duties as assigned

• Schedule customer appointments for collision repair and estimates in accordance with established Standard Operating Procedures
• Professionally manage a high volume of inbound and outbound customer communications
• Assist customers with rental car reservations and tow scheduling
• Demonstrate a strong sense of urgency while effectively managing daily workload
• Communicate with empathy, confidence, and professionalism in all customer interactions
• Respond to customer inquiries by clarifying needs, researching information, and executing appropriate next steps
• Resolve customer concerns through active listening and effective use of internal resources
• Multitask across multiple systems and communication channels to ensure accuracy and efficiency
• Follow departmental processes and procedures to maintain assignment accuracy and data integrity
• Safeguard customer and company information and maintain confidentiality at all times
• Maintain company-issued equipment in proper working conditions and promptly report issues
• Consistently act in a manner that supports positive outcomes and high-quality customer experience
• Perform other duties as assigned

Customer Experience Associate

• Meet or exceed location revenue goals and other KPIs
• Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality, and efficiency
• Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Ensure all repairs are in line with Crash Champions and I-Car quality standards
• Complete shop payroll and staffing in a timely manner
• Communicate with team to ensure production is moving as needed to meet delivery requirements
• Write complete estimates after full disassembly and damage discovery
• Responsible for understanding all teammate position requirements, interviewing, and hiring the best candidates

• Meet or exceed location revenue goals and other KPIs
• Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency
• Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Ensure all repairs are in line with Crash Champions and I-Car quality standards, and all repairs are billed accurately
• Complete shop payroll and staffing in a timely manner
• Communicate with team to ensure production is moving as needed to meet delivery requirements
• Write complete estimates after full disassembly and damage discovery
• Responsible for understanding all teammate position requirements, interviewing, and hiring the best candidates

Collision General Manager

• Meet or exceed location revenue goals and other KPIs
• Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency, such that the location meets or surpasses KPIs
• Labor assignment and production management: Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Teammate support: Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Monitor and attain production goals and standards: Ensure all repairs are in line with Crash Champions and I-Car quality standards, all repairs are billed accurately and correctly, and back of shop PPE protocol is upheld for teammate safety
• Complete shop payroll and staffing in a timely manner: Ensure production staff adheres to punch-in/out guidelines and flag-hour procedures for weekly payroll processing and manage staff PTO, vacation, or leave
• Manage daily production flow: Communicate with team (Body Technicians, Collision Estimator, Parts Managers) to ensure production is moving as needed to meet delivery requirements
• Write DRP complaint estimates (as needed): Write complete estimates after full disassembly and damage discovery, update CE’s estimates as needed, and lock final estimates
• Team acquisition, coaching and development: Responsible for understanding all teammate position requirements, interviewing, and hiring the best candidates for roles based on skills and experience, and providing individual teammate performance coaching, feedback, and support for growth/progression opportunities

• Meet or exceed location revenue goals and other KPIs
• Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency
• Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Ensure all repairs are in line with Crash Champions and I-Car quality standards
• Complete shop payroll and staffing in a timely manner
• Communicate with team to ensure production is moving as needed
• Write complete estimates after full disassembly and damage discovery
• Responsible for understanding all teammate position requirements, interviewing, and hiring the best candidates