Customer Service Rep (CSR)

Boyd Group Services • Johnson City, TN

2d • Onsite

About The Position

Glass America is seeking a Customer Service Representative to support daily shop operations by professionally assisting customers, scheduling appointments, coordinating with Auto Glass Technicians, and maintaining accurate customer and sales records. This role is ideal for an organized, dependable, and technology-comfortable individual who thrives in a fast-paced, customer-facing environment and is motivated to help the team meet production and service goals.

Requirements

• 1–3 years of retail, auto service, call center, or customer-facing experience
• Ability to manage multiple priorities in a fast-moving environment
• Experience using dashboards, performance tools, and CRM systems
• Ability to multitask between walk-in customers, phone calls, and technician support
• Strong communication and listening skills
• Ability to stand and move around the store for extended periods
• A professional appearance and willingness to wear provided PPE

Nice To Haves

• 1–3 years of sales, retail, auto service, call center, or customer-facing experience
• High school diploma or GED

Responsibilities

• Professionally handle customer interactions and general inquiries, both in person and over the phone.
• Have a sense of urgency when scheduling customer appointments.
• Maintain regular communication with Auto Glass Technicians in the field.
• Utilize our software to make a note of all conversations, enter sales information and update customer records as needed.
• Follow our step by step process to provide quotes on our competitively priced installation and repair services.
• Take proactive actions to help your team meet shop production goals and budgetary objectives.
• Complete work orders, enter customer information, and keep records accurate and up to date.
• Maintain a clean, well-organized, customer-ready store environment.
• Support inventory checks, part deliveries, and job confirmations as needed.
• Work closely with your technicians, market leadership, and Inside Sales teams.

Benefits

• 80 hours of paid time off annually
• 80 hours paid parental leave
• 6 paid holidays annually
• Medical, Prescription Drug, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Employer Paid Short-Term Disability & Life Insurance
• Additional Voluntary Life Insurance
• Free prescription or non prescription safety glasses each year
• Voluntary Daily Pay option available

What This Job Offers

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