Customer Sales Advisor (CSA)

Speedy Glass USA is part of Mondofix Inc., a global leader in the automotive aftermarket industry. We specialize in providing trusted glass solutions for cars, homes, and businesses. Reporting directly to the branch manager, the Customer Sales Advisor (CSA) acts as the concierge for the Speedy Glass service team, building trust, reducing customer stress, and guiding customers through their repair or replacement journey. Success in this role is measured primarily by conversion rates and customer satisfaction. Schedule: Full-time; Monday–Friday Pay: Minimum wage + commission Core Competencies Sales Mindset — drives conversion while prioritizing customer trust. Confident Communicator — clear, calm, and customer‑focused. Active Listener — seeks to understand before responding. Strong Multitasker — excels in fast‑paced, high‑call‑volume environments. Detail‑Oriented — accurate data entry and thorough documentation. Team Player — collaborates closely with technicians and management. Job Duties Sales, Call Conversion & Service Recommendations Answer inbound calls, make outbound calls, email, and respond to web inquiries using the Speedy Call Flow to secure appointments and convert leads. Provide accurate quotes by capturing full vehicle details, including VIN, ADAS status, sensors, and camera requirements. Convert quotes into scheduled jobs through value‑based selling that prioritizes customer needs. Recommend additional services such as wipers, rock chip repair, ADAS calibration, and hydrophobic treatments. Achieve and maintain conversion goals while ensuring every interaction feels personalized—not transactional. Customer Experience & Relationship Building Deliver personalized, concierge‑level customer service that reflects Speedy Glass values of transparency, quality, and care. Listen actively, respond with empathy, and anticipate customer needs to reduce stress and build trust. Guide customers through their repair or replacement journey with confidence, clarity, and professionalism. Ask targeted questions to understand safety concerns, time constraints, insurance needs, and vehicle details. Build rapport through honest communication and reliable follow‑through from first contact to job completion. Journey Ownership & Service Coordination Own the full customer journey—from the initial greeting to post‑service follow‑up—ensuring a seamless experience. Set clear expectations regarding service timelines, insurance requirements, costs, and next steps. Verify insurance/TPA details, collect pre‑service information, and coordinate with technicians to prepare for appointments. Provide proactive updates, reminders, and day‑of‑service confirmations so customers always know what’s happening next. Close out invoices, review warranty details, and ensure the customer leaves confident and satisfied. Conduct follow‑up calls or emails to confirm satisfaction and request Google reviews to strengthen shop reputation. Insurance & TPA Support Assist customers with insurance claims and guide them through authorization while preventing steering. Verify deductibles, coverage, and LYNX/SGC setup to ensure accurate job processing. Document all insurance‑related notes, assignments, and approvals with accuracy and professionalism. Advocate for customer choice and protect the Speedy Glass brand throughout the claims process. Scheduling, Workflow & Operational Support Manage daily shop scheduling with accuracy, balancing capacity, technician availability, and customer urgency. Prioritize same‑day and next‑day service opportunities to maximize revenue and support customer needs. Coordinate mobile routes and in‑shop workflow with technicians and Branch Managers. Ensure complete and accurate job documentation, including AGSC notes, images, and attachments. Support shop operations by maintaining an organized front office and assisting with administrative tasks as needed. Ensure all customer‑facing areas, including the branch lobby and workstations, are clean, organized, and well maintained. Communication, Follow‑Up & Issue Resolution Maintain consistent communication so customers never feel uncertain about their service status. Provide reminders, confirmations, updates, and proactive communication throughout the service lifecycle. De‑escalate concerns with professionalism and empathy while resolving issues promptly. Elevate complex concerns to Branch Management while ensuring the customer feels supported, not transferred. Requirements Sales Experience (Inbound calls and outbound calls) Customer service experience (retail, hospitality, service industry, or call‑center) Strong communication skills and ability to handle difficult situations calmly Basic computer proficiency (POS, scheduling tools, CRM/lead systems) Experience in automotive services, glass repair, or insurance customer service Work Conditions Overtime may be required. #J-18808-Ljbffr Fix Network World