UAGE Field Support Rep

ESSENTIAL RESPONSIBLITIES/JOB FUNCTION –Other duties may be assigned
as necessary
• Assist Auto Glass Techs with missing or damaged parts daily.
• Work with vendors in the market to ensure issues are resolved in a timely manner.
• Assist Area Managers with parts when Auto Glass Tech is out.
• Communicate with all Area Managers, Auto Glass Techs and CSRs.
• Adjust parts in GTS. Create PO and amend work order notes.
• Check (Q.C) next. Day schedule to ensure all parts have been ordered.
• Track all OEM parts and contact CSR to confirm schedule or return.
• Monitor/Order supplies for all techs.
• Promote professional, safe, clean, and distraction free working conditions. (Includes at home employees)
• Enforce all company policies and standard operating procedures. Document and report situations and
coach employees when these policies and SOPs are not met to manager and HR.
• Build action plan and follow up timeline for any incidents, performance issues, or other non-compliance of
company policies.
SKILLS/REQUIREMENTS
• Minimum of 3 years of auto glass call center experience.
• The hours for this role may vary daily depending on workload. You must have flexibility to work as
needed. (This is a full-time job, 40 hours minimum) Month end will require increased demand to close out
all markets.
• Working knowledge of Auto Glass Point of sales system GTS, Lynx Services, SGC, Misc. TPA’s, and Teams
management systems.
• Advanced skills in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to work beyond normal business hours to ensure all job description responsibilities are met timely
and accurately.
BEHAVIORS/COMPETENCIES
• Integrity
o Respect and accountability at every level and every interaction.
• Customer Service
o Provide the highest level of customer service while building customer satisfaction
and retention.
• Innovation
o Develops and displays innovative approaches and ideas to our business.
• Teamwork
o Contributes to building a positive team spirit.
o Works Collaboratively with all departments.
o Supports everyone’s efforts to succeed.
PHYSICAL DEMANDS & WORK ENVIRONMENT
• Frequently required to stand.
• Frequently required to walk.
• Occasionally required to sit.
• Frequently required to use hands and fingers.
• Continually required to talk or hear/listen.