The Central Service Manager leads Chilton Auto Body's centralized operations: the call center, capacity-based scheduling, central estimate review, DRP scorecard performance, paint throughput, and OEM certifications. This role connects the front door (customer calls and scheduling) to the shop floor (production and paint) so every location runs at the right volume, hits its DRP targets, and stays certified with the OEMs that drive repair work.
Detail
Title
Central Service Manager
Company
Chilton Auto Body
Reports to
To be confirmed (e.g., Director of Operations / General Manager)
Direct reports
Call center staff and central review/estimate team
Location
To be confirmed
Employment type
Full-time, exempt
Base salary
$145,000 per year
Bonus
Performance bonus; structure and targets to be determined at a later date
Key responsibilitiesCall center and scheduling to capacity- Manage the central call center team, including hiring, training, coaching, scheduling, and performance reviews.
- Build and maintain a scheduling model that loads each location to its true capacity by technician hours, paint booth capacity, and repair mix.
- Balance drop-offs and repair starts daily and weekly to prevent bottlenecks, idle time, and extended cycle time.
- Set call center standards for answer rate, hold time, appointment conversion, and customer communication.
- Ensure accurate intake of claim, insurer, and vehicle information so repairs start right the first time.
Central review and estimates- Help manage the central review team that audits estimates before and during the repair.
- Ensure estimates are complete, accurate, and compliant with each DRP's guidelines and OEM repair procedures.
- Use central review findings to improve estimate accuracy, supplement rates, severity, and other DRP scorecard metrics.
- Coach estimators and location staff on recurring estimate issues and best practices.
DRP scorecard performance- Review DRP scorecards for every insurance partner on a regular cadence (weekly and monthly).
- Track performance in each scorecard category, including cycle time, severity, estimate accuracy, supplements, customer satisfaction (CSI), and re-inspection results.
- Identify gaps, set improvement plans with location managers, and follow up until goals are achieved.
- Serve as a key point of contact with DRP and insurance partner representatives on performance reviews.
- Report scorecard results and trends to leadership.
Paint throughput- Monitor paint department production across locations, including booth utilization, refinish hours per day, and paint cycle time.
- Align scheduling and repair flow so work reaches paint at a steady, predictable rate.
- Work with production and paint leads to remove delays, rework, and booth downtime.
OEM certifications- Help manage and organize all OEM certifications across Chilton Auto Body locations.
- Maintain a central tracker of certification status, renewal dates, required training, equipment, and audit requirements.
- Coordinate technician training and I-CAR or OEM-required courses to keep certifications current.
- Prepare locations for OEM audits and make sure documentation is complete and organized.
- Identify new certification opportunities that support business growth.
Leadership and reporting- Partner with location managers, production managers, and estimators to hit volume, cycle time, and quality targets.
- Build dashboards and regular reports on call center, capacity, scorecard, paint, and certification performance.
- Drive process improvements and standard operating procedures across all central functions.
QualificationsRequired- 5+ years of collision repair experience, with at least 3 years in a management role (service, production, or operations).
- Strong working knowledge of DRP programs, insurer scorecards, and how estimate quality affects them.
- Experience with collision estimating platforms (CCC ONE, Mitchell, or Audatex) and shop management systems.
- Proven ability to schedule and load a shop or multiple locations to capacity.
- Experience leading a call center, customer service team, or central office staff.
- Familiarity with OEM certification programs and I-CAR training requirements.
- Strong data skills: comfortable building reports and turning numbers into action plans.
- Clear communicator with insurers, managers, technicians, and customers.
Preferred- Multi-location (MSO) collision experience.
- I-CAR Gold Class or Platinum background; ASE certifications.
- Paint department or refinish production experience.
- Lean or process-improvement training.
How success is measured- DRP scorecard rankings and category goals met for each insurance partner.
- Call center answer rate, appointment conversion, and scheduling accuracy.
- Capacity utilization and cycle time by location.
- Paint throughput (refinish hours per day, booth utilization).
- Estimate accuracy and supplement rates from central review.
- 100% of OEM certifications current, with no lapses or failed audits.
Compensation- Base salary: $145,000 per year.
- Bonus: performance-based; plan details and targets to be settled at a later date.
- Benefits: to be confirmed by Chilton Auto Body.
