Customer Advocate

Safelite•Winchester, VA

1d•Onsite

About The Position

The Customer Advocate is one of Safelite’s first impressions with their customers. This organized and energetic professional manages administrative processes, scheduling, work orders, and invoicing, while also greeting customers in person and handling inbound phone calls and emails, ensuring a memorable experience during every interaction. Safelite, primarily an auto glass company, aims to provide fulfilling careers and support work/life balance for its employees. Founded in Wichita, Kansas in 1947, Safelite is a leading service organization that delivers a People Powered, Customer Driven experience to over 11 million customers annually. Safelite® AutoGlass is the nation’s largest provider of vehicle glass repair, replacement, and recalibration services, operating more than 700 stores and 7,900 MobileGlassShops™ across all 50 U.S. states. Safelite® Solutions offers property and casualty claims management services to over 175 insurance and fleet clients, supported by a technology-forward supply chain and corporate services. The company emphasizes putting its people first, caring about their well-being, and providing what they need for a happy work/life. Safelite is proud of its 88% Net Promoter Score (NPS) and is owned by Belron®, the world’s largest vehicle glass company. They are committed to community service, having recycled over 107K+ tons of glass to date, and embrace diversity as an equal opportunity employer.

Requirements

High School Diploma/GED/Equivalent required.
1-3 years telephone operations or business administration experience required.
Ability to provide world class customer service in a changing, fast-paced operation.
Present a professional appearance and wear personal protective equipment.
Ability to travel up to 10%.

Responsibilities

Welcome in-shop customers and resolve customer concerns quickly and efficiently -- without breaking a sweat -- often coming up with creative solutions.
Manage incoming calls, e-mails and faxes for service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale and same-day reschedules/cancellations.
Keep all the moving parts running smoothly by confirming and completing work order information, including insurance verification, additional parts and missing information.
Breeze through administrative tasks such as buyouts, invoices, work orders, managing deleted work orders and processing credit memos and rebills.
Review orders from the national contact center and manage dealer part orders and special accounts.
All other duties as assigned.