Customer Service Representative

Job Description

Job Description

Customer Service Representative – Full TimeWho We AreDefender Auto Glass was founded in 2014 and has since grown to be a leading auto glass provider in the Greater Cleveland and Akron areas. With multiple in-shop locations and a fleet of mobile service vehicles, the company is locally owned and headquartered in Mentor, Ohio. At Defender Auto Glass, we take pride in performing high-quality auto glass repairs and replacements. Our superior customer service and attention to detail set us apart from other auto glass providers throughout Northeast Ohio. As a sister company of D&S Automotive Collision and Restyling, we are part of a larger organization committed to delivering a comprehensive automotive service experience, including advanced driver-assistance system (ADAS) recalibrations following glass replacement and repair.What We ValuePhilanthropy: We believe our communities shape our business. We embrace philanthropy and maintain a culture of giving to better our community, just as it betters us. Family: Families support, respect, and work together toward common goals. We foster a welcoming atmosphere where employees can build camaraderie and elevate teams.About the PositionThe Customer Service Representative is responsible for providing exceptional customer service through inbound and outbound communication, assisting customers throughout the repair process, and supporting daily office operations. This role plays a key part in delivering a positive customer experience by ensuring clear communication, accurate scheduling, and efficient coordination. Schedule: Monday – Friday, 8:30am – 5:00pm Reports To: Glass Manager Compensation/Benefits: Competitive pay based on experience; 401(k) with company match; medical, dental, and vision insurance; paid time off (PTO); paid holidays; continuing education opportunitiesPrimary Job FunctionsCustomer Communication: Professionally answer incoming calls from customers, insurance representatives, and other parties while addressing questions and concernsScheduling & Coordination: Gather necessary information and schedule repair or replacement appointments efficientlyLead & Quote Management: Respond to inbound leads (phone, web, SMS, etc.), provide accurate quotes, and convert inquiries into scheduled appointmentsOrder Accuracy: Verify vehicle information (VIN, glass type, options, ADAS features) to ensure correct parts are ordered and installedTechnician Coordination: Coordinate schedules with technicians and dispatch mobile service appointments based on location, urgency, and availabilityCustomer Updates: Maintain communication with customers throughout the repair process and provide timely updatesInsurance Claims Support: Assist customers with insurance claims by verifying coverage, submitting claims, and coordinating approvals with carriersPayment Processing: Collect payments, process transactions, and ensure proper documentation is completedCustomer Follow-Up: Follow up with customers after service to ensure satisfaction and address any concernsWorkflow Support: Assist in maintaining efficient daily workflow by prioritizing jobs, communicating delays, and supporting technicians as neededAdministrative Support: Assist with billing, documentation, and general office tasksOther Duties: Perform additional duties as assigned by supervisor(s)Minimum RequirementsHigh school diploma or GED equivalent Minimum of 2 years of over-the-phone customer service experience Strong computer skills and ability to operate phone systems Ability to multitask and stay organized in a fast-paced environment Previous experience in auto glass, collision repair, or automotive industry preferred but not requiredCharacteristics SoughtStrong communication and interpersonal skills Friendly, professional, and customer-focused demeanor Strong organizational and time management skills Ability to multitask and adapt in a fast-paced environment Team-oriented mindset with a positive attitudePhysical Requirements Ability to sit for extended periods while working on a computer and phoneAbility to perform repetitive tasks such as typing and data entry Disclaimer:The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities as needed. Defender Auto Glass is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. Updated April 9th, 2026