Automotive Glass Service Advisor

Caliber Collision; Michigan; Remote; USD 40,000 - 60,000; Full time

Job summary

Caliber Collision is hiring for a remote customer service role focused on assisting customers and insurance partners with auto glass claims. You will accurately quote glass repairs, manage parts inventory, and enter orders in the POS system while delivering empathetic, solution-oriented service.

The position supports cross-functional teams, requires solid communication skills, and thrives in a fast-paced home-office setup. Eligible for standard company policies and remote-work expectations.

Qualifications

• High school diploma or equivalent.
• 1–2 years in customer service, especially in a call center or automotive setting.
• Familiarity with automotive industry terminology.
• Ability to pass any required certifications or training programs related to auto glass services.

Responsibilities

• Assist customers and insurance companies with glass claims filing.
• Provide cash quotes for glass repairs and replacements.
• Manage auto glass parts inventory for scheduled work orders.
• Enter customer and order data into the POS system accurately.
• Offer overflow support for other market call groups.
• Cross-sell and upsell service options when appropriate.
• Deliver outstanding customer service with professionalism and empathy.
• Adhere to standard operating procedures and adapt to evolving needs.

Skills

Customer Service

Communication

Multi-tasking

Data Entry

Sales Techniques

Microsoft Office

Conflict Resolution

Education

High School Diploma or equivalent

Tools

POS System

Inventory management software

Microsoft Excel

Video conferencing tools

Job description

ESSENTIAL DUTIES:

Actively assist insurance companies and their clients in efficiently filing glass claims, ensuring a smooth and prompt claims process. Accurately provide cash quotes for glass repairs and replacements, tailoring solutions to customer needs and budget constraints. Effectively order and manage auto glass inventory for scheduled work orders, ensuring timely and accurate parts procurement to meet client demands. Diligently enter customer and order information into the point-of-sale system, ensuring high accuracy and attention to detail for record-keeping and billing purposes. Provide overflow backup support for other market call groups, demonstrating versatility and adaptability in handling a diverse range of customer queries and issues. Consistently follow our standard operating procedures to maintain service quality and operational efficiency. Develop and maintain a thorough understanding of all Caliber business lines, including service options and sales opportunities, to cross-sell and upsell effectively. Provide outstanding customer service, ensuring every client interaction is handled with professionalism, empathy, and a solutions-oriented approach. Perform other duties as required, showing flexibility and a willingness to adapt to evolving business needs and job functions.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of auto glass repair and replacement processes, including understanding of different glass types and their applications. Familiarity with insurance claim procedures and guidelines related to auto glass services. High level of professionalism and interpersonal skills. Ability to communicate in an articulate, professional manner. Ability to work independently, meet deadlines, and multi-task in a fast-paced environment while maintaining quality standards. Excellent customer service skills with internal and external customers. Strong computer skills in Microsoft Office. Ability to quickly adapt to new technologies and systems used in customer service and scheduling. Skilled in conflict resolution and problem-solving, with an emphasis on customer satisfaction. Basic understanding of sales techniques and strategies.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

High school diploma or equivalent. 1-2 years in customer service, especially in a call center or automotive setting, is highly desirable. Familiarity with automotive industry terminology and trends. Ability to pass any required certifications or training programs related to auto glass services.

CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:

N/A

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 the majority 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. Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions.

About Caliber

Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber 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. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact [e-mail].