This position requires strong communication and telephone skills to ensure a positive customer experience. The CSA will handle general inquiries, accurately process orders, and escalate/transfer cases, as necessary, to the appropriate representative. Success in this role is driven by integrity, professionalism, and a customer-focused mindset.

Join Speedy Glass as a Customer Service Agent

Help us deliver outstanding customer service to every guest, every time!

The Customer Service Agent is responsible for delivering exceptional service to Speedy Glass clients (Speedy Glass is part of Fix Network, a leader in aftermarket car care and repair) while actively identifying opportunities to drive sales and meet business targets.

Job Duties

• Respond to customer service calls in a timely, courteous, and professional manner.
• Place client orders with accuracy.
• Refer escalated customer calls to the Call Centre Supervisor.
• Investigate and troubleshoot customer service issues, with the goal of resolution.
• Effectively and accurately communicate brand identity and corporate position.
• Assist customers with standard account-related requests.
• Provide information about company products and services, charges, service conditions, and availability.
• Update the database with accurate messages regarding transactions.
• Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules.
• Other duties may be assigned as required.

Key Responsibilities

• Answer inbound customer calls, emails, and chats regarding glass repair and replacement services.
• Identify customer needs and recommend appropriate glass repair or replacement services.
• Overcome objections and confidently close sales.
• Schedule service appointments and provide accurate pricing estimates based on customer needs.
• Assist customers with insurance claims verification and processing.
• Maintain a positive and professional demeanor while handling customer inquiries, concerns, and complaints.
• Communicate with the team to ensure smooth scheduling and service delivery.
• Upsell or cross-sell additional services and products when appropriate.
• Accurately document customer interactions and service requests in the CRM system.
• Meet or exceed call center performance metrics, including call handling time, customer satisfaction, and conversion rates.
• Contribute to a positive and professional work environment.
• Participate in team meetings and training sessions to enhance skills and performance.

Requirements

• 1-3 years' experience in customer service, preferably in a call center role.
• Ability to skillfully operate a telephone, computer, and related peripherals.
• Proficiency with Microsoft Excel.

Work Conditions

• Sitting for extended periods of time.
• Interacts with employees, management, and the public at large.
• Ability to multitask and work efficiently in a fast-paced environment.
• Repetitive work.
• Overtime.

The rewards of working at Speedy Glass include a comprehensive benefits package, paid time off paid on each paycheck, paid holidays, paid sick days, and much more!