Auto Good Hands Repair Network - Performance Consultant - Remote (CST/MST/PST)

Wells Media Group; Orlando (FL); Remote; USD 55,000 - 94,000; Full time

Job summary

Wells Media Group is seeking a Good Hands Repair Network Performance Consultant to enhance the performance of repair facilities across its network. In this home-based role, you will be responsible for managing claims, mentoring team members, and ensuring high standards in customer service and operational excellence. A strong background in auto collision estimating and solid leadership skills are essential for success in this position. The role includes a competitive salary, training opportunities, and additional bonuses for qualified candidates.

Benefits

Technology bundle provided

Monthly internet reimbursement

Sign-on bonus for qualified candidates

Qualifications

• 18 months or more experience writing Auto collision estimates.
• Strong auto damage analysis background.
• Familiarity with insurance policies and repair processes.

Responsibilities

• Manage complex claims and provide strategic feedback.
• Conduct shop performance meetings and collaborate with Performance Leaders.
• Resolve customer communications and shop concerns.

Skills

Auto collision estimating

Customer service

Conflict resolution

Negotiation

Quality control

Tools

CCC One

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Good Hands Repair Network Performance Consultant

As a Good Hands Repair Network Performance Consultant, you play a critical role in driving performance excellence and ensuring repair facilities consistently meet the highest standards. You are responsible for maintaining alignment with best practices across the network and supporting shop performance with a focus on quality, consistency, and customer satisfaction.

In this role, you manage complex claims and provide strategic feedback and guidance to support business objectives. You mentor and coach team members, offering direction and support to help them grow and succeed. Your leadership fosters a culture of continuous improvement and professional development.

You deliver service that is compassionate, efficient, and customer-focused—ensuring experiences that are fast, fair, and easy, which directly contributes to customer loyalty and retention. Working independently, you effectively prioritize and manage your workload while consistently meeting or exceeding goals related to productivity, quality, and service standards.

*Candidates in the Central, Mountain, or Pacific time zones are preferred.

Candidates in the Central, Mountain, or Pacific time zones are preferred

Preferred Qualifications:

• You have 18months or more experience writing Auto collision estimates.
• You have prior experience using an auto estimating program such as:CCC Oneand a strong auto damage analysis background.
• Prior experience writing estimates for an insurance preferred shop or as an auto damage adjuster is preferred.
• Familiarity with insurance policies, coverage, and repair processes.

Key Responsibilities:

Market Performance:

• Conducts shop performance meetings.
• Focuses on market driven trends I.E. Cycle Time, Customer Service, Reinspection results, and Pending GHRN claims.
• Collaborates with Performance Leader as needed on the market and GHRN footprint including succession shops, interviews, and business cases for adding shops (market analysis).
• Calibrations.
• Attends Zone, Team, Shop, and QA calibration sessions.
• Shop compliance.
• Validate for consistency – Shop rate profiles, Total loss thresholds, Towing/Advanced Charges thresholds.

Vendor Management

• Monitors network utilization and identifies potential need for expanded or new networks.
• Develops, manages, and audits relationships with network vendors.
• Conducts Shop on-boarding training.
• Collaborate with QA and or Leaders to receive feedback regarding shop performance, capacities, compliance, customer experience results and any specific repair facility performance concerns that impact overall market performance.

Training Development and Delivery

• May assist local leadership with identifying unit needs for training and development.
• Partners with management to identify opportunities to assist with adjuster coaching, training, and mentoring.

Customer Service

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met.
• Manages, researches, and resolves complex customer communications, concerns, conflicts, or issues.
• Resolves shop concerns escalated by GHRN shops, GHRN Admins, or QA QEs related to shop performance.

Other Projects and Responsibilities

• May participate in one or more highly complex special assignments.
• May serve as a committee team lead or as a committee team member on a large, complex project.

Functional Skills:

• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy.
• Applies broad knowledge of insurance policy, coverage, and regulation.
• Applies broad knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards.
• Applies broad industry knowledge to discipline practices, including best practices, to support the business unit.
• Applies broad ability to leverage learned technical skills in support of team objectives.
• Applies broad negotiation and/or arbitration skills.
• Applies broad conflict management and problem resolution skills in managing internal and external customer relationships.
• Applies broad problem-solving skills to continuously improve business outcomes.
• Applies broad knowledge of training facilitation and coaching skills.
• Ability to investigate, evaluate and settle complex claims.

Notice of Licensing Requirement

• As a condition of employment, you may be expected to obtain an adjuster’s license in multiple markets.
• All required licenses will need to be obtained within 60 days of hire.
• You must maintain all licensing required for your role. This includes any continuing education and/or other state-affiliated requirements for licensing renewal.
• This role offers a $1,000 sign on bonus if you have an active appraiser license or active adjuster license in TX, FL, or your resident state. Current employees and candidates who have previously worked for and are seeking to be rehired at Allstate and its family of companies are not eligible for this sign-on bonus.

Work Location

This position is a remote home-based role. Your home office does not need to be near an Allstate office, but it does need to be in the United States. This position is not available for California, Alaska, and Hawaii residents.

When you work from home full time, you’ll need:

• a dedicated workspace in your residence that is private and free from distractions.
• a minimum internet bandwidth of 50 MB down/5 MB up.
• appropriate work surface and seating.

What Allstate will provide:

• A technology bundle that includes all equipment needed to perform your work from home (laptop, monitors, headset, keyboard, mouse).
• Connectivity reimbursement of $80 per month to offset some of the cost of home internet.

Notes

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job

Skills

Audit Management, Continual Improvement Process, Process Capability Analysis, Quality Control (QC), Transaction Management

Compensation

Compensation offered for this role is $55,500.00 - 93,600.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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