Customer Sales Advisor (CSA)

Fix Network World • Gig Harbor, WA

34d

About The Position

Reporting directly to the branch manager, the Customer Sales Advisor (CSA) is the concierge of the Speedy Glass experienced service professional who builds trust, reduces customer stress, and personally guides each customer through their repair or replacement journey. Much like a skilled host in a top-tier service environment, the CSA reads customer needs, anticipates concerns, and ensures a seamless, informed, and confidence‑driven experience from the first point of contact through job completion and beyond.
Success in this role is measured primarily by conversion rates by trust built, clarity provided, and customers who feel genuinely taken care of.

Requirements

• Sales Experience (Inbound calls and outbound calls)
• Customer service experience (retail, hospitality, service industry, or call‑center).
• Strong communication skills and ability to handle difficult situations calmly.
• Basic computer proficiency (POS, scheduling tools, CRM/lead systems).
• Experience in automotive services, glass repair, or insurance customer service.

Responsibilities

• Answer inbound calls, makes outbound calls, emails, and web inquiries using the Speedy Call Flow to secure appointments and convert leads.
• Provide accurate quotes by capturing full vehicle details, including VIN, ADAS status, sensors, and camera requirements.
• Convert quotes into scheduled jobs through value‑based selling that prioritizes customer needs.
• Recommend additional services such as wipers, rock chip repair, ADAS calibration, and hydrophobic treatments.
• Achieve and maintain conversion goals while ensuring every interaction feels personalized—not transactional.
• Deliver personalized, concierge‑level customer service that reflects Speedy Glass values of transparency, quality, and care.
• Listen actively, respond with empathy, and anticipate customer needs to reduce stress and build trust.
• Guide customers through their repair or replacement journey with confidence, clarity, and professionalism.
• Ask targeted questions to understand safety concerns, time constraints, insurance needs, and vehicle details.
• Build rapport through honest communication and reliable follow‑through from first contact to job completion.
• Own the full customer journey—from the initial greeting to post‑service follow‑up—ensuring a seamless experience.
• Set clear expectations regarding service timelines, insurance requirements, costs, and next steps.
• Verify insurance/TPA details, collect pre‑service information, and coordinate with technicians to prepare for appointments.
• Provide proactive updates, reminders, and day‑of‑service confirmations so customers always know “what’s happening next.”
• Close out invoices, review warranty details, and ensure the customer leaves confident and satisfied.
• Conduct follow‑up calls or emails to confirm satisfaction and request Google reviews to strengthen shop reputation.
• Assist customers with insurance claims and guide them through authorization while preventing steering.
• Verify deductibles, coverage, and LYNX/SGC setup to ensure accurate job processing.
• Document all insurance‑related notes, assignments, and approvals with accuracy and professionalism.
• Advocate for customer choice and protect the Speedy Glass brand throughout the claims process.
• Manage daily shop scheduling with accuracy, balancing capacity, technician availability, and customer urgency.
• Prioritize same‑day and next‑day service opportunities to maximize revenue and support customer needs.
• Coordinate mobile routes and in‑shop workflow with technicians and Branch Managers.
• Ensure complete and accurate job documentation, including AGSC notes, images, and attachments.
• Support shop operations by maintaining an organized front office and assisting with administrative tasks as needed.
• Ensure all customer-facing areas, including the branch lobby and workstations, are clean, organized, and well maintained.
• Maintain consistent communication so customers never feel uncertain about their service status.
• Provide reminders, confirmations, updates, and proactive communication throughout the service lifecycle.
• De‑escalate concerns with professionalism and empathy while resolving issues promptly.
• Elevate complex concerns to Branch Management while ensuring the customer feels supported, not transferred.

Benefits

• Enjoy unlimited commission potential, guaranteed base pay, and up to 60 days of premium day-based paid training to help you start strong and maximize your income from day one.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees