CSR

About the role

• Company: Glass America
• Buffalo, New York
• Great Teams Don't Happen by Accident

Built with Intent. Driven by YOU.

At the Glass America, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

Ready to grow with a team that's built for your success? Apply today.

About the role

Glass America is seeking a Customer Service Representative to support daily shop operations by professionally assisting customers, scheduling appointments, coordinating with Auto Glass Technicians, and maintaining accurate customer and sales records. This role is ideal for an organized, dependable, and technology-comfortable individual who thrives in a fast-paced, customer-facing environment and is motivated to help the team meet production and service goals.

Key Job Responsibilities

• Professionally handle customer interactions and general inquiries, both in person and over the phone.
• Have a sense of urgency when scheduling customer appointments.
• Maintain regular communication with Auto Glass Technicians in the field
• Utilize our software to make a note of all conversations, enter sales information and update customer records as needed.
• Follow our step by step process to provide quotes on our competitively priced installation and repair services
• Take proactive actions to help your team meet shop production goals and budgetary objectives.
• Complete work orders, enter customer information, and keep records accurate and up to date
• Maintain a clean, well-organized, customer-ready store environment
• Support inventory checks, part deliveries, and job confirmations as needed
• Work closely with your technicians, market leadership, and Inside Sales teams

Education and/or Experience Required

• 1-3 years of retail, auto service, call center, or customer-facing experience
• Ability to manage multiple priorities in a fast-moving environment
• Experience using dashboards, performance tools, and CRM systems

Required Skills/Abilities

• Ability to multitask between walk-in customers, phone calls, and technician support
• Use performance insights and data to coach, recognize wins, and improve results
• Strong communication and listening skills
• Ability to stand and move around the store for extended periods
• A professional appearance and willingness to wear provided PPE

Preferred Education and/or Experiencees

• 1-3 years of sales, retail, auto service, call center, or customer-facing experience
• High school diploma or GED

Additional information

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What Glass America offers you: Full Time (30 or more hours per week) employees enjoy

• 80 hours of paid time off annually.
• 80 hours paid parental leave.
• 6 paid holidays annually.
• Medical, Prescription Drug, Dental & Vision Insurance.
• 401(k) Retirement Plan with Company Match.
• Employer Paid Short-Term Disability & Life Insurance.
• Additional Voluntary Life Insurance.
• Free prescription or non prescription safety glasses each year.
• Voluntary Daily Pay option available

AI Disclosure Statement

At The Boyd Group and all affiliated companies, we do not use artificial intelligence (AI) or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.

Compensation Details

Hourly Range is $16-25 per hour depending on experience