Seasonal Store Service Specialist

A Brief Overview

Provides a seamless customer experience through expertise, ownership, accountability, and responsiveness. Provides professional and quality service to internal and external customers by utilizing strong verbal and written communication skills and effective telephone techniques. Utilizes our industry-leading technology to complete vehicle glass repairs and recalibrations.

What you will do

· Welcome in-shop customers and resolve customer concerns quickly and efficiently -- without breaking a sweat -- often coming up with creative solutions.

· Manage incoming calls, e-mails and faxes for service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale and same-day reschedules/cancellations.

· Ensure efficient operations by confirming and completing work order information, including insurance verification, additional parts and missing information.

· Breeze through administrative tasks such as buyouts, invoices, work orders, managing deleted work orders and processing credit memos and rebills.

· Review orders from the contact center and manage dealer part orders and special accounts.

· 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.

· Manage work orders, customer documentation and customer communication through the Safelite handheld Mobile Resource Management (MRM) technology. Promote and sell Safelite promotional items to customers.

· Clean customer vehicle during wait/idle time during the repair process as well as perform additional housekeeping tasks in shop.

· Recalibrate automotive safety systems, including trouble-shooting and completing diagnostic testing.

· Safely operate customer vehicles, company-issued tools, and chemicals utilized throughout the workday. 

· Store opening and closing procedures

· Performs other duties as assigned

· Complies with all policies and standards

What you’ll get:

· Competitive weekly pay starting at $18.30/hour.

· Paid training and all the tools and resources you'll need to be successful.

Education Qualifications

· High School Diploma GED or equivalent Required.

· Valid state-issued driver’s license and any other licenses (as required by federal, state and local laws) to operate a company vehicle. Required

· On-the-job training/completion of Safelite SafeTech™ certification. Required

Experience Qualifications

· 1-3 years Telephone operations or business administration experience. Required

· Ability to provide world class customer service in a changing, fast-paced operation.

· Must be 18 years of age or older.

Skills and Abilities

· Lifting and carrying up to 25 lbs. for short periods, assist an associate with lifting windshields weighing 26 lbs. to 50 lbs.

· Ability to 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

· 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)

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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