Customer Advocate

Safelite•San Diego, CA

1d•Onsite

About The Position

The Customer Advocate is one of Safelite’s first impressions with customers, managing administrative processes, scheduling, work orders, invoicing, greeting customers in person, and answering inbound phone calls and emails to deliver a memorable experience. Safelite, known as an auto glass company, aims to help employees build fulfilling careers and encourages work/life balance. Founded in Wichita, Kansas in 1947, Safelite is a leading service organization. The Safelite family of brands delivers a People Powered, Customer Driven experience to over 11 million customers annually. Safelite AutoGlass, the nation’s largest provider of vehicle glass repair, replacement, and recalibration services, operates more than 700 stores and 7,900 MobileGlassShops across all 50 U.S. states. Safelite Solutions provides property and casualty claims management services to over 175 insurance and fleet clients, all supported by a technology-forward supply chain and corporate services. The company emphasizes that its people come first, cares about employee well-being, and boasts an 88% Net Promoter Score (NPS). Safelite is owned by Belron, the world’s largest vehicle glass company, operating in 40 countries across 6 continents. They are trustworthy, providing coverage to all U.S. drivers, and are committed to diversity, welcoming everyone, valuing their diverse workforce and suppliers, and operating as an equal opportunity employer without discrimination or harassment.

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.