Collision Service Advisor

ADP, Inc.; Rockville (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k)

Paid Time Off

Company-paid holidays

Job summary

ADP, Inc. in Rockville, MD is seeking a Collision Service Advisor to be the primary contact for customers through the repair process.

You will greet customers, document repair needs, prepare detailed estimates, explain services and timelines, and maintain communication from start to finish. The role requires 3+ years in auto body estimating or collision repair, knowledge of DRP procedures and CCC ONE, plus experience with Tesla repair estimates and a valid driver's license.

Qualifications

• 3+ years of experience in auto body estimating, collision repair, or a related automotive service role.
• Knowledge of and experience with insurance procedures, requirements and Direct Repair Programs (DRP) required.
• Proficiency with computers, as well as estimating software (CCC ONE) required.
• Experience with writing Tesla repair estimates.
• Combination of education, training, and relevant experience will be considered.

Responsibilities

• Greet customers promptly in a friendly, professional manner and collect necessary vehicle and customer information.
• Listen to customer concerns, conduct visual inspections or test drives as needed, and accurately document issues on repair orders.
• Prepare detailed repair estimates in accordance with insurance and manufacturer guidelines, including labor, parts, and time requirements; obtain customer authorization before work begins.
• Clearly explain recommended repairs, costs, and timelines to customers, keeping them informed of any changes and securing approval for additional work, ensuring transparency and clarity in all interactions.
• Coordinate with technicians to schedule and monitor repairs, ensuring promised times are met.
• Provide updates on repair status and handle customer questions or complaints with professionalism and urgency.
• Review completed repair orders for accuracy, and ensure all work is properly documented and authorized.
• Support quality control processes by verifying repairs meet company and industry standards before delivery.
• Assist with scheduling estimate/repair appointments and managing telephone inquiries.
• Ensure vehicles are parked, secured, and keys properly stored throughout the repair process.
• Maintain a clean, organized work area and present a professional appearance at all times.
• Perform additional duties as assigned.
• 401(k)
• Paid Time Off and company-paid holidays

Skills

Customer service

Communication skills

CCC ONE

Insurance procedures

Tesla repair estimates

Tools

CCC ONE

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Clerical Rockville, MD, US

Salary Range: $60,000.00 To $90,000.00 Annually

The Collision Service Advisor serves as the primary point of contact for customers throughout the repair process. This role is responsible for greeting customers, listening to their concerns, and accurately documenting repair needs. The Service Advisor prepares detailed repair estimates, explains recommended services, and ensures customers understand repair timelines and costs. When additional work is identified, the Advisor provides updated estimates, secures customer and/or insurance approval, and maintains clear communication from start to finish. This position also promotes additional services that support vehicle safety, performance, and customer satisfaction.

ESSENTIAL DUTIES

• Greet customers promptly in a friendly, professional manner and collect necessary vehicle and customer information.
• Listen to customer concerns, conduct visual inspections or test drives as needed, and accurately document issues on repair orders.
• Prepare detailed repair estimates in accordance with insurance and manufacturer guidelines, including labor, parts, and time requirements; obtain customer authorization before work begins.
• Clearly explain recommended repairs, costs, and timelines to customers, keeping them informed of any changes and securing approval for additional work, ensuring transparency and clarity in all interactions.
• Coordinate with technicians to schedule and monitor repairs, ensuring promised times are met.
• Provide updates on repair status and handle customer questions or complaints with professionalism and urgency.
• Review completed repair orders for accuracy, and ensure all work is properly documented and authorized.
• Support quality control processes by verifying repairs meet company and industry standards before delivery.
• Assist with scheduling estimate/repair appointments and managing telephone inquiries.
• Ensure vehicles are parked, secured, and keys properly stored throughout the repair process.
• Maintain a clean, organized work area and present a professional appearance at all times.
• Perform additional duties as assigned.
• 401(k)
• Paid Time Off and company-paid holidays

Education and/or Experience

• 3+ years of experience in auto body estimating, collision repair, or a related automotive service role.
• Knowledge of and experience with insurance procedures, requirements and Direct Repair Programs (DRP) required.
• Proficiency with computers, as well as estimating software (CCC ONE) required.
• Experience with writing Tesla repair estimates.
• Combination of education, training, and relevant experience will be considered.

Language Skills

• Ability to read, analyze, and interpret safety guidelines, repair instructions, and technical documentation.
• Strong written communication skills for preparing professional correspondence.
• Effective verbal communication and presentation skills for engaging with employees, leadership, insurance companies and customers.
• Ability to communicate effectively in Spanish is a plus.

Certificates, Licenses, Registrations

• I-CAR and/or Automotive Service Excellence (ASE) Certification preferred but not required.
• Valid driver’s license and clean driving record required.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Ability to do consistent physical activity such as reaching below and above shoulder level, kneeling, bending, squatting and the ability to lift over 50 lbs.
• Work involves exposure to typical shop environments including noise, dust, and vehicle fumes.
• Must be able to safely move between office and shop areas as needed.

WORK ENVIRONMENT

This role operates in a fast-paced, team-oriented collision center that emphasizes quality, safety, and customer satisfaction. The office and shop environment are dynamic and collaborative, encouraging innovation, accountability, and continuous improvement. Team members work within a professional atmosphere where high standards of workmanship are both expected and supported, and they benefit from a positive culture built on open communication, mutual respect, and shared success.