Senior Service Advisor

OpenRoad Franks Collision LLC•Hitchcock, TX

27d

About The Position

As part of the Open Road Collision group DBA Franks Collision, we pride ourselves on delivering high-quality collision repair services with exceptional customer care. Our team is dedicated to restoring vehicles to pre-accident condition while making the repair process as smooth and stress-free as possible for our customers. We're currently seeking a motivated, detail-oriented individual to join our team as a Senior Service Advisor. In this role, you will serve as a key point of contact for customers and insurance partners while supporting the estimating and repair process from start to finish. The Senior Service Advisor plays an important role in ensuring accurate repair planning, strong customer communication, and efficient coordination between the front office, insurance carriers, and production teams.

Requirements

Minimum 2 years of experience in collision estimating, service advising, or a similar automotive repair role preferred.
Strong knowledge of vehicle repair procedures and insurance repair guidelines.
Experience with CCC One, Mitchell Connect, or similar estimating software preferred.
Progressive file handling a plus
Proficiency with Microsoft Office and general computer systems.
I-CAR certification or willingness to obtain is preferred.
Excellent customer service and communication skills, both written and verbal.
Strong organizational and multitasking abilities in a fast-paced environment.
Ability to work independently and as part of a collaborative team.
Detail-oriented with a strong commitment to quality and accuracy.
Positive attitude, self-motivated mindset, and initiative to deliver exceptional service.

Responsibilities

Serve as the primary point of contact for customers and insurance companies throughout the repair process.
Review and verify estimates from insurance carriers and internal estimating staff to ensure accuracy and completeness.
Assist with preparing and updating vehicle damage estimates using estimating software (CCC One, Mitchell Connect, or similar platforms).
Submit estimates, supplements, and required documentation to insurance companies for timely processing and approvals.
Provide regular repair status updates to customers while maintaining clear, professional communication.
Communicate effectively with customers, insurance adjusters, and repair technicians throughout the repair process.
Maintain accurate and up-to-date repair files, documentation, and repair order information.
Coordinate vehicle drop-off and pick-up while ensuring a positive customer experience.
Collaborate with the production team to ensure repair timelines and quality standards are met.
Ensure repairs follow OEM guidelines and industry best practices.
Assist with accounts receivable for assigned repair orders, ensuring accurate billing and collections.
Help resolve customer concerns or disputes in a timely and professional manner.