Customer Support Representative - Auto Glass Now

Auto Glass Now offers fast, friendly, and convenient auto glass services. As the second largest auto glass repairer in America, our outstanding team works hard to deliver exceptional customer experiences and high-quality auto glass repair, replacement, and calibration services.

We're always looking for friendly and energetic team members to join our growing glass family. Customer service representatives, technicians, managers, and many more positions are available across the country. With the majority of our management team starting as entry-level employees, you can feel confident in knowing Auto Glass Now is investing in your career growth.

JOB DESCRIPTION:

Driven Brands is looking for a Remote Customer Service Representative located on the East coast or willing to work East coast hours, to support our Auto Glass Now Team. You will be responsible for communicating with customers over the phone or via email and participating in meetings with the customer service team to develop new strategies. The right candidate will understand general Customer Service principles and have some insurance claims experience.

Duties & Responsibilities:

• Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
• Open, maintain, and solve Customer Care tickets by recording issues and account information
• Using computer technology. manage large amounts of incoming emails and calls in a timely manner
• Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Leverage scripts for email and phone conversations to properly represent the company voice and tone
• Answer questions about damage claims and escalate to the proper manager to bring them to closure
• Prioritize tickets effectively
• Flexibly handling changes in policies or procedures

Experience:

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, Etc.
• Customer-focused and able to adapt/respond to different types of customers
• Excellent communication and presentation skills both externally and internally
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
• Bilingual in English/Spanish is a plus.
• Available 32-40 hrs per week - Must be willing to work most Saturdays.

Position Location:

Compensation Range:

Compensation Frequency:

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com