Customer Advocate

Safelite; Sterling (VA); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

401(k) with company matching

Medical coverage plans

PTO and holidays

Job summary

Safelite in Sterling, VA is seeking a Customer Advocate to greet customers in-shop, handle calls and emails, and coordinate service orders with accuracy and courtesy.

You will manage inquiries related to service issues, pricing, warranties, and scheduling, while ensuring smooth administrative workflows from insurance verification to invoicing. The role emphasizes world‑class customer service in a dynamic, on-site setting.

Qualifications

• 1-3 years telephone operations or business administration experience.
• Ability to provide world class customer service in a fast-paced operation.
• Professional appearance and PPE are required.
• Willingness to travel up to 10%.

Responsibilities

• Welcome in-shop customers and resolve customer concerns quickly and efficiently.
• Manage incoming calls, emails and faxes for service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale and same-day reschedules/cancellations.
• Confirm and complete work order information, including insurance verification, addtional parts and missing information.
• Process administrative tasks such as buyouts, invoices, work orders, deleted work orders and credit memos.
• Review orders from the national contact center and manage dealer part orders and special accounts.
• All other duties as assigned.

Skills

Telephone operations

Business administration

Education

High School Diploma/GED/Equivalent

Job description

Does this position interest you? We’re known as an auto glass company. That’s the focus of what we do. But beyond the glass, we’re so much more. We’ll help you build a fulfilling career and encourage you to have a life. Let us be the best place you’ll ever work.

The Customer Advocate is one of Safelite’s first impressions with our customers. From managing administrative processes, scheduling, work orders and invoicing, to greeting customers in person and answering inbound phone calls and emails, this organized and energetic professional delivers a memorable experience during every interaction.

What You’ll Get

• Competitive weekly base pay starting at $19.75/hour.
• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 annually in tuition reimbursement.
• Paid training and all the tools and resources you’ll need to be successful.
• View all our health, wealth and life offerings at www.safelitebenefits.com.

What You’ll 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.
• Keep all the moving parts running smoothly 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 national contact center and manage dealer part orders and special accounts.
• All other duties as assigned.

What You’ll Need

• High School Diploma/GED/Equivalent required.
• Experience: 1-3 years telephone operations or business administration experience required.
• Ability to provide world class customer service in a changing, fast-paced operation.
• Present a professional appearance and wear personal protective equipment.
• Ability to travel up to 10%.

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