Offer summary

Qualifications:

High school diploma or GED required; certifications in collision repair are a plus., 5+ years of experience in collision repair with strong knowledge of repair processes., Leadership or coaching experience preferred, along with advanced knowledge of estimating systems., Strong verbal and written communication skills, with the ability to provide clear constructive feedback..

Key responsibilities:

Support a group of 10-12 experienced Service Advisors, providing virtual estimatic support.

Conduct audits of estimates and documentation, ensuring adherence to company standards.

Provide live coaching and maintain logs of coaching sessions to track performance improvements.

Communicate performance results and insights to General Managers and Human Resources Business Partners.

Job description

Service Center

CSCS TX

Job Overview:

The Performance Support Coach supports the development and performance improvement of experienced Service Advisors who are below the national benchmark in multiple performance dimensions. This enhanced position involves conducting audits, providing coaching and training, documenting performance, and reinforcing company standards to ensure alignment with industry’s best practices. The Coach will work independently to track performance trends, identify improvement opportunities, and collaborate with Center to optimize Service Advisor performance and operational efficiency. This role will have a significant impact on the success of experienced Service Advisors' overall estimate quality.

Essential Job Duties and Responsibilities:

Support a group of 10-12 experienced Service Advisors, rotating every 90 days.
Provide virtual estimatic support to experienced Service Advisors in the areas of Calibration %, Change Request Rate %, and Gross Margin %.
- Conduct audits of estimates, photos, and documentation using the standard review process developed by Caliber.
  - Ensure strict adherence to company standards, including DRP compliance, part selection, vendor usage, labor mix, and repair processes
  - Identify opportunities to improve GP% through detailed estimate analysis.
  - Provide feedback on compliance and quality improvement opportunities.
- Provide live, real-time coaching to experienced Service Advisors.
  - Maintain accurate logs of coaching sessions and identified improvement areas.
  - Track and document coaching sessions, highlighting strengths and areas for improvement.
Communicate with experienced Service Advisor, their General Manager (GM) and associated Human Resources Business Partner (HRBP) regarding performance escalations, providing actionable insights for improvement.
Compile and communicate experienced Service Advisors' performance results to GMs/RMs/HRBPs at initial, 30-day, 60-day, 90-day touchpoints.
Uphold a strong focus on confidentiality, safety, and operational efficiency.

Skills & Requirements:

High school diploma or GED required, certifications in collision repair a plus.
5+ years of experience in collision repair, with strong knowledge of repair processes.
Ability to work independently with minimal supervision.
Leadership or coaching experience preferred.
Advanced knowledge of CCC/Mitchell estimating systems and "P-Page" logic.
Strong understanding of collision repair processes and industry standards.
Proven ability to lead, mentor, and adapt to changing team needs.
Strong verbal and written communication skills, with the ability to provide clear constructive feedback.
Ability to manage multiple tasks in a fast-paced environment.
Personable, approachable, and focused on delivering “World Class” teammate support.
Ability to establish trust and rapport with team members and leadership.
Strong organizational skills and ability to work independently.
Efficient in tracking and reporting performance data for continuous improvement.

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This role is essential to the success of experienced Service Advisors, helping them achieve performance goals while adhering to company standards and industry’s best practices.

Required profile