Call Center Service Advisor

Job Description

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 Dallas, TX. - Need to go into the Lewisville, TX 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 :

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS :

PHYSICAL REQUIREMENTS :

WORK ENVIRONMENT :