Glass Supervisor, Service Advising

Caliber Collision•Lewisville, TX

1d•Remote

About The Position

Service Center CSCS TX ESSENTIAL DUTIES: Oversee the day-to-day operations of the service advising team, ensuring efficient workflow and high-quality customer interactions. Conduct training sessions for service advisors, focusing on skill enhancement, product knowledge, and customer service excellence. Monitor team performance, provide constructive feedback, and implement strategies to improve productivity and service quality. Directly engage with customers, providing expert advice on auto glass options, insurance claims, and addressing complex queries or issues. Drive sales through effective team management, ensuring advisors are adept at identifying upselling opportunities and enhancing customer experiences. Continuously assess and improve operational processes for increased efficiency and customer satisfaction. Ensure all customer interactions and service deliveries meet the set quality standards and compliance requirements. Regularly report on team performance, customer feedback, and operational metrics to higher management. Handle escalated customer issues, resolving conflicts and managing crises effectively. Stay updated with industry trends and market dynamics to inform team strategies and operational improvements. Perform other duties to meet the needs of the business. KNOWLEDGE, SKILLS, AND ABILITIES: Proven leadership and team management skills. Advanced knowledge of auto glass repair and replacement services. Strong customer service, communication, and interpersonal skills. Ability to mentor and motivate a team. Proficient in multitasking, problem-solving, and decision-making. Strong computer literacy and familiarity with industry-specific software. Ability to effectively lead a team. Ability to resolve complex issues within tight timeframes while maintaining procedural integrity. Ability to determine course of action based on guidelines and to modify processes and methods as needed. Strong computer skills in Microsoft Office. EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS: High school diploma or equivalent 5-8 years in customer service, with specific experience in auto glass services preferred. 2-3 years prior supervisory or management experience in a similar role. CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS: N/A PHYSICAL REQUIREMENTS: Ability to maintain a stationary position for extended periods of time, as the job primarily involves working at a desk. Consistent operation of a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer, for most of the workday. Proficient use of standard office equipment and technology, with a high degree of manual dexterity for typing and data entry. Good visual acuity to view detailed information on a computer screen for extended periods. Ability to effectively communicate with clients and team members via telephone, email, and video conferencing tools. WORK ENVIRONMENT: This is a remote position, requiring a quiet and distraction-free home office environment conducive to professional phone and video interactions. Reliable high-speed internet connection and adequate power supply to support continuous computer and communication equipment usage. Safe and ergonomically sound workspace setup to prevent strain or injury during prolonged computer use. Flexibility to adapt to varying home-based work conditions and any changes in technology or software used for remote work. Self-discipline and effective time-management skills to stay productive and meet deadlines in a less structured, home-based environment. Regular virtual interaction with team members and management, requiring a proactive approach to communication and collaboration. About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact [email protected].

Requirements

Proven leadership and team management skills.
Advanced knowledge of auto glass repair and replacement services.
Strong customer service, communication, and interpersonal skills.
Ability to mentor and motivate a team.
Proficient in multitasking, problem-solving, and decision-making.
Strong computer literacy and familiarity with industry-specific software.
Ability to effectively lead a team.
Ability to resolve complex issues within tight timeframes while maintaining procedural integrity.
Ability to determine course of action based on guidelines and to modify processes and methods as needed.
Strong computer skills in Microsoft Office.
High school diploma or equivalent
5-8 years in customer service, with specific experience in auto glass services preferred.
2-3 years prior supervisory or management experience in a similar role.

Responsibilities

Oversee the day-to-day operations of the service advising team, ensuring efficient workflow and high-quality customer interactions.
Conduct training sessions for service advisors, focusing on skill enhancement, product knowledge, and customer service excellence.
Monitor team performance, provide constructive feedback, and implement strategies to improve productivity and service quality.
Directly engage with customers, providing expert advice on auto glass options, insurance claims, and addressing complex queries or issues.
Drive sales through effective team management, ensuring advisors are adept at identifying upselling opportunities and enhancing customer experiences.
Continuously assess and improve operational processes for increased efficiency and customer satisfaction.
Ensure all customer interactions and service deliveries meet the set quality standards and compliance requirements.
Regularly report on team performance, customer feedback, and operational metrics to higher management.
Handle escalated customer issues, resolving conflicts and managing crises effectively.
Stay updated with industry trends and market dynamics to inform team strategies and operational improvements.
Perform other duties to meet the needs of the business.