Call Center Service Advisor

Caliber • Las Vegas, NV, United States

Hace 24 días

Tipo de contrato

A tiempo completo

Descripción del trabajo

The Auto Glass Service Advisor is a pivotal role dedicated to delivering exceptional end-to-end customer service, primarily over the phone. This position focuses on guiding customers through the entire process, whether it involves facilitating successful sales or efficiently processing insurance claims for glass repair or replacement services. Key responsibilities include understanding and addressing customer needs, providing expert advice on service options, and ensuring a seamless transaction. Additionally, Auto Glass Service Advisors play a critical role in supporting specific market groups. This involves offering tailored, market-specific support to ensure customers receive the most relevant and effective solutions. Through a combination of excellent communication, in-depth product knowledge, and a customer-centric approach, the Auto Glass Service Advisor ensures a positive and satisfactory experience for every customer.

Candidates must be based in Las Vegas, NV. - Need to go into the Vegas office 1 day per month.

ESSENTIAL DUTIES :

Actively assist insurance companies and their clients in efficiently filing glass claims, ensuring a smooth and prompt claims process.
Accurately provide cash quotes for glass repairs and replacements, tailoring solutions to customer needs and budget constraints.
Effectively order and manage auto glass inventory for scheduled work orders, ensuring timely and accurate parts procurement to meet client demands.
Diligently enter customer and order information into the point-of-sale system, ensuring high accuracy and attention to detail for record-keeping and billing purposes.
Provide overflow backup support for other market call groups, demonstrating versatility and adaptability in handling a diverse range of customer queries and issues.
Consistently follow our standard operating procedures to maintain service quality and operational efficiency.
Develop and maintain a thorough understanding of all Caliber business lines, including service options and sales opportunities, to cross-sell and upsell effectively.
Provide outstanding customer service, ensuring every client interaction is handled with professionalism, empathy, and a solutions-oriented approach.
Perform other duties as required, showing flexibility and a willingness to adapt to evolving business needs and job functions.

KNOWLEDGE, SKILLS, AND ABILITIES :

Knowledge of auto glass repair and replacement processes, including understanding of different glass types and their applications.

Familiarity with insurance claim procedures and guidelines related to auto glass services.

High level of professionalism and interpersonal skills.

Ability to communicate in an articulate, professional manner.

Ability to work independently, meet deadlines, and multi-task in a fast-paced environment while maintaining quality standards.

Excellent customer service skills with internal and external customers.

Strong computer skills in Microsoft Office.

Ability to quickly adapt to new technologies and systems used in customer service and scheduling.

Skilled in conflict resolution and problem-solving, with an emphasis on customer satisfaction.

Basic understanding of sales techniques and strategies.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS :

High school diploma or equivalent.

1-2 years in customer service, especially in a call center or automotive setting, is highly desirable.

Familiarity with automotive industry terminology and trends.

Ability to pass any required certifications or training programs related to auto glass services.

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 the majority 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.

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Service Advisor • Las Vegas, NV, United States

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