Seasonal Store Service Specialist

Safelite•Frederick, MD

1d•Onsite

About The Position

This position focuses on providing a seamless customer experience through expertise, ownership, accountability, and responsiveness. It involves delivering professional and quality service to internal and external customers by utilizing strong verbal and written communication skills and effective telephone techniques. The role also utilizes industry-leading technology to complete vehicle glass repairs and recalibrations.

Requirements

Must be 18 years of age or older.
Valid state-issued driver's license and any other licenses (as required by federal, state and local laws) to operate a company vehicle.
On-the-job training/completion of Safelite's SafeTech Certification.
Lifting and carrying up to 25 lbs. for short periods, assist an associate with lifting windshields weighing 26 lbs. to 50 lbs.
Ability to stand for extended periods, work in tight spaces, bend and twist body.
Ability to use a variety of hand tools and power tools safely and effectively.
Ability to operate a motor vehicle in accordance with all federal, state and local laws and agreement to be monitored via camera / video surveillance.
Maintains professionalism and passion for providing outstanding customer service and exceeding customer expectations.
Ability to work with chemicals (including but not limited to flammable chemicals), as applicable per the “Safelite Way of Fitting”.
Ability to work scheduled days, with flexibility on start and end times to accommodate customer’s needs.
Problem-solving and ability to trouble-shoot issues, independently and collaboratively.
Ability to read, write and interpret the English language and technical directions.
Ability to communicate orally (via phone) and written (via computer or other electronic means).
Ability to maintain a professional appearance, adhering to Company uniform and PPE policies.
Willingness and ability to maintain stable performance under professional or personal pressure and/or opposition (e.g., time pressure and productivity measures).
Ability to work at the assigned physical store location.
Ability to occasionally move about inside the office to clean and organize the waiting area and prepare coffee.
Ability to regularly operate a computer and other standard office equipment, such as a phone, calculator, copy machine, and computer printer.
Ability to communicate frequently with customers, associates, and vendors and exchange accurate information.
Ability to adjust and respond to a fast-paced operation.
Computer skills, including Microsoft Word, Excel, and Outlook.
Demonstrates of the highest level of professionalism and Safelite Spirit.

Nice To Haves

1-3 years experience in customer-facing role.

Responsibilities

Welcome in-shop customers while applying a Customer Driven approach including, but not limited to, appointment check-ins and check-outs, answering questions for and scheduling walk-in customers, and reviewing windshield chips.
Professionally answer phone calls from customers, technicians, contact center, Store Managers, Regional Service Representatives and more.
Assess the need of the caller and either address the need or route the call to the appropriate person.
Schedule customer appointments, assist technicians with parts needed for jobs, verify insurance coverage information, update scheduled appointments and answer customer questions.
Respond to all emails in a professional manner.
Answer questions regarding existing appointments, schedule appointments, correspond with dealerships and collaborate with associates in the district and other parts of the organization.
Proactively resolve issues by scrubbing work orders and performing targeted confirmation calls.
Efficiently and effectively complete daily work order management tasks such as customer follow up and insurance verification maintaining high levels of customer satisfaction.
Invoice work orders and process credit memos and rebills.
Assign in-shop jobs to the appropriate technicians.
Order non-glass dealer parts for warranty or special vehicle work.
Clean and organize the waiting area and prepare coffee.
Reschedule missed appointments.
Work through the invoice correction list to resolve work order errors.
Complete opening and closing procedures (i.e. closing procedures in SV2) in absence of store manager.
Answer calls from Technicians to handle escalated customer issues in absence of manager.
Recalibrate automotive safety systems, including trouble-shooting and completing diagnostic testing.
Learn to repair vehicle glass (in the classroom and hands on) with a focus on the Safelite Way of Fitting under the guidance of experienced technicians and Safelite leaders.
Repair chips, cracks and other auto glass related issues on customer vehicles.
Safely operate customer vehicles, company-issued tools and chemicals utilized throughout the workday.
Manage work orders, customer documentation and customer communication through the Safelite handheld Mobile Resource Management (MRM) technology.
Promote and sell Safelite promotional items and services to customers.
Clean customer vehicle during wait/idle time during the repair process as well as perform additional housekeeping tasks in shop.
Perform other duties as assigned.
Comply with all policies and standards.