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

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

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 Eastern or Central time zones are preferred.

Preferred Qualifications:

• You have 18 months or more experience writing Auto collision estimates. 
• You have prior experience using an auto estimating program such as: CCC One and 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.
• Central or Eastern Time Zone preferred

Key Responsibilities of a GHRN Performance Consultant

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 Quality Evaluators 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