Automotive Glass Service Advisor

Caliber Collision • Grand Rapids, MI

1d • Remote

About The Position

The Automotive Glass Service Advisor assists insurance companies and their clients with filing glass claims, provides cash quotes for repairs and replacements, and orders and manages auto glass inventory for scheduled work. The role enters customer and order information into the point-of-sale system, provides overflow support for other market call groups, and follows standard operating procedures to maintain service quality and efficiency. The advisor develops knowledge of Caliber’s business lines and service options to identify cross-selling and upselling opportunities, while providing professional, empathetic, solutions-oriented customer service. Other duties may be assigned as business needs evolve.

This is a remote position requiring a quiet, distraction-free home office, reliable high-speed internet, adequate power, and a safe, ergonomically sound workspace. The role involves regular virtual communication with team members and management and requires self-discipline and effective time management. Caliber uses E-Verify to confirm new hires’ identity and employment eligibility. Applicants must be eligible to work in the U.S. without restrictions.

Requirements

• High school diploma or equivalent.
• 1–2 years of customer service experience, especially in a call center or automotive setting, is highly desirable.
• Knowledge of auto glass repair and replacement processes, including glass types and applications.
• Familiarity with insurance claim procedures and guidelines related to auto glass services.
• Professional interpersonal and communication skills.
• Ability to work independently, meet deadlines, and multitask in a fast-paced environment while maintaining quality.
• Excellent customer service skills with internal and external customers.
• Strong computer skills, including Microsoft Office, and ability to adapt quickly to new technologies and systems.
• Conflict resolution and problem-solving skills focused on customer satisfaction.
• Basic understanding of sales techniques and strategies.
• Familiarity with automotive industry terminology and trends.
• Ability to pass any required certifications or training programs related to auto glass services.
• Eligibility to work in the U.S. without restrictions.
• Ability to maintain a stationary position for extended periods and operate a computer and other office productivity equipment for most of the workday.
• Manual dexterity for typing and data entry, good visual acuity for extended screen use, and ability to communicate via telephone, email, and video conferencing.

Nice To Haves

• Customer service experience in a call center or automotive setting (1–2 years is highly desirable).
• Familiarity with automotive industry terminology and trends.

Responsibilities

• Assist insurance companies and their clients in filing auto glass claims efficiently.
• Provide accurate cash quotes for glass repairs and replacements based on customer needs and budgets.
• Order and manage auto glass inventory for scheduled work orders.
• Enter customer and order information accurately into the point-of-sale system for records and billing.
• Provide overflow backup support for other market call groups.
• Follow standard operating procedures to maintain service quality and operational efficiency.
• Learn Caliber’s business lines, service options, and sales opportunities to cross-sell and upsell effectively.
• Deliver professional, empathetic, solutions-oriented customer service.
• Perform other duties as required and adapt to changing business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED