What are the responsibilities and job description for the Auto Glass Customer Service Representative - Chandler position at Sun Auto Tire and Service?
Overview
Max Auto Glass is the auto glass division of Sun Auto Tire Services Inc., and the sister company to Sun Devil Auto, Wilhelm Automotive, Greulich's Automotive, Borst Automotive, and TGK Automotive.
The Customer Service Representative serves as the first point of contact for customers scheduling auto-glass repairs or replacements. This role ensures exceptional customer experience by managing inquiries, processing insurance claims, coordinating technician schedules, and maintaining accurate records in alignment with company policies and standards.
Compensation: $18-$22/ hour depending on experience commission
Benefits
- Monthly performance-based incentives.
- Competitive Bi-Weekly Pay
- Tuition Reimbursement, up to $3,000 annually
- Paid Vacation and Sick Time
- 6 Paid Holidays
- Medical, Dental and Vision Insurance
- Life Insurance (Company paid)
- 401(k) Retirement Savings Plan with Company Match
- Discounted Services on Personal and Immediate Family Vehicles
- Opportunity for Advancement!!!
Key Responsibilities
- Respond promptly and professionally to inbound calls, emails, and online inquiries.
- Schedule repair and replacement appointments efficiently, balancing customer needs and technician availability.
- Verify customer and vehicle information and parts with VIN, including insurance coverage, claim details, and service requirements.
- Communicate with insurance companies and third-party administrators (TPAs) to initiate and process auto glass claims.
- Provide accurate quotes, explain service options, and answer customer questions regarding glass types, warranties, and calibration needs.
- Maintain organized and detailed records of customer interactions in the company’s CRM or management system.
- Promote company services, emphasizing quality, safety, and convenience.
- Handle escalations or complaints with professionalism and empathy, ensuring positive resolution.
Qualifications
- Minimum 1 year of customer service experience (auto glass, automotive, or insurance industry preferred but not required).
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Proficiency in Microsoft Office and customer management software (experience with auto glass is a plus).
- Knowledge of insurance claim processes and auto glass terminology preferred but not required.
- Positive attitude with commitment to teamwork and customer satisfaction.
Key Competencies
- Customer-focused with a professional, friendly demeanor.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Attention to detail and strong problem-solving skills.
- Reliable and punctual with strong work ethic.
Working Conditions and Physical Demands:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will work primarily in an office setting.
Reasonable accommodations may be made to individuals with disabilities to perform the essential functions of the role.
Sun Auto Tire & Service 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.