[Hiring] Glass Supervisor, Service Advising @Caliber Collision

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Role Description

• Oversee the day-to-day operations of the service advising team, ensuring efficient workflow and high-quality customer interactions.
• Conduct training sessions for service advisors, focusing on skill enhancement, product knowledge, and customer service excellence.
• Monitor team performance, provide constructive feedback, and implement strategies to improve productivity and service quality.
• Directly engage with customers, providing expert advice on auto glass options, insurance claims, and addressing complex queries or issues.
• Drive sales through effective team management, ensuring advisors are adept at identifying upselling opportunities and enhancing customer experiences.
• Continuously assess and improve operational processes for increased efficiency and customer satisfaction.
• Ensure all customer interactions and service deliveries meet the set quality standards and compliance requirements.
• Regularly report on team performance, customer feedback, and operational metrics to higher management.
• Handle escalated customer issues, resolving conflicts and managing crises effectively.
• Stay updated with industry trends and market dynamics to inform team strategies and operational improvements.
• Perform other duties to meet the needs of the business.

Qualifications

• Proven leadership and team management skills.
• Advanced knowledge of auto glass repair and replacement services.
• Strong customer service, communication, and interpersonal skills.
• Ability to mentor and motivate a team.
• Proficient in multitasking, problem-solving, and decision-making.
• Strong computer literacy and familiarity with industry-specific software.
• Ability to effectively lead a team.
• Ability to resolve complex issues within tight timeframes while maintaining procedural integrity.
• Ability to determine course of action based on guidelines and to modify processes and methods as needed.
• Strong computer skills in Microsoft Office.

Requirements

• High school diploma or equivalent.
• 5-8 years in customer service, with specific experience in auto glass services preferred.
• 2-3 years prior supervisory or management experience in a similar role.

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 most 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.