Automotive Glass Service Advisor

About the role

Service Center

Glass - Michigan

Essential Duties

• Actively assist insurance companies and their clients in efficiently filing glass claims, ensuring a smooth and prompt claims process.
• Accurately provide cash quotes for glass repairs and replacements, tailoring solutions to customer needs and budget constraints.
• Effectively order and manage auto glass inventory for scheduled work orders, ensuring timely and accurate parts procurement to meet client demands.
• Diligently enter customer and order information into the point-of-sale system, ensuring high accuracy and attention to detail for record-keeping and billing purposes.
• Provide overflow backup support for other market call groups, demonstrating versatility and adaptability in handling a diverse range of customer queries and issues.
• Consistently follow our standard operating procedures to maintain service quality and operational efficiency.
• Develop and maintain a thorough understanding of all Caliber business lines, including service options and sales opportunities, to cross-sell and upsell effectively.
• Provide outstanding customer service, ensuring every client interaction is handled with professionalism, empathy, and a solutions-oriented approach.
• Perform other duties as required, showing flexibility and a willingness to adapt to evolving business needs and job functions.

Knowledge, Skills, and Abilities

• Knowledge of auto glass repair and replacement processes, including understanding of different glass types and their applications.
• Familiarity with insurance claim procedures and guidelines related to auto glass services.
• High level of professionalism and interpersonal skills.
• Ability to communicate in an articulate, professional manner.
• Ability to work independently, meet deadlines, and multi-task in a fast-paced environment while maintaining quality standards.
• Excellent customer service skills with internal and external customers.
• Strong computer skills in Microsoft Office.
• Ability to quickly adapt to new technologies and systems used in customer service and scheduling.
• Skilled in conflict resolution and problem-solving, with an emphasis on customer satisfaction.
• Basic understanding of sales techniques and strategies.

Education, Experience, and Other Requirements

• High school diploma or equivalent.
• 1-2 years in customer service, especially in a call center or automotive setting, is highly desirable.
• Familiarity with automotive industry terminology and trends.
• Ability to pass any required certifications or training programs related to auto glass services.

Certifications, Licensures, and Language Skills

• N/A

Physical Requirements

• Ability to maintain a stationary position for extended periods of time, as the job primarily involves working at a desk.
• Consistent operation of a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer, for the majority of the workday.
• Proficient use of standard office equipment and technology, with a high degree of manual dexterity for typing and data entry.
• Good visual acuity to view detailed information on a computer screen for extended periods.
• Ability to effectively communicate with clients and team members via telephone, email, and video conferencing tools.

Work Environment

• This is a remote position, requiring a quiet and distraction-free home office environment conducive to professional phone and video interactions.
• Reliable high-speed internet connection and adequate power supply to support continuous computer and communication equipment usage.
• Safe and ergonomically sound workspace setup to prevent strain or injury during prolonged computer use.
• Flexibility to adapt to varying home-based work conditions and any changes in technology or software used for remote work.
• Self-discipline and effective time-management skills to stay productive and meet deadlines in a less structured, home-based environment.
• Regular virtual interaction with team members and management, requiring a proactive approach to communication and collaboration.

Must be eligible to work in the U.S. with no restrictions.