Automotive Glass Service Advisor

Caliber Collision • Lewisville, TX

10d • Remote

About The Position

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.

Requirements

• 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.
• High school diploma or equivalent.
• Ability to pass any required certifications or training programs related to auto glass services.
• Must be eligible to work in the U.S. with no restrictions.

Nice To Haves

• 1-2 years in customer service, especially in a call center or automotive setting, is highly desirable.
• Familiarity with automotive industry terminology and trends.

Responsibilities

• 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.

What This Job Offers

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