Customer Service Agent

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.

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!

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!