CSR (Johnson City)

About the role

At Glass America, we seek a Customer Service Representative to support daily shop operations by handling customer interactions, scheduling appointments, coordinating with technicians, and maintaining accurate records.

Responsibilities

• Professionally handle customer interactions and general inquiries, both in person and over the phone.
• Have a sense of urgency when scheduling customer appointments.
• Maintain regular communication with Auto Glass Technicians in the field.
• Utilize our software to make notes of all conversations, enter sales information, and update customer records as needed.
• Follow our step-by-step process to provide quotes on competitively priced installation and repair services.
• Take proactive actions to help your team meet shop production goals and budgetary objectives.
• Complete work orders, enter customer information, and keep records accurate and up to date.
• Maintain a clean, well-organized, customer-ready store environment.
• Support inventory checks, part deliveries, and job confirmations as needed.
• Work closely with your technicians, market leadership, and Inside Sales teams.

Requirements

• 1–3 years of retail, auto service, call center, or customer-facing experience.
• Ability to manage multiple priorities in a fast-moving environment.
• Experience using dashboards, performance tools, and CRM systems.

Preferred Education and/or Experience

• 1–3 years of sales, retail, auto service, call center, or customer-facing experience.
• High school diploma or GED.

Skills and Abilities

• Ability to multitask between walk-in customers, phone calls, and technician support.
• Strong communication and listening skills.
• Able to stand and move around the store for extended periods.
• A professional appearance and willingness to wear provided PPE.

What Glass America Offers

• Full-time (30 or more hours per week) employees enjoy 80 hours of paid time off annually.
• 80 hours of paid parental leave.
• 6 paid holidays annually.
• Medical, Prescription Drug, Dental & Vision Insurance.
• 401(k) Retirement Plan with Company Match.
• Employer-paid Short-Term Disability & Life Insurance.
• Additional voluntary life insurance.
• Free prescription or non-prescription safety glasses each year.
• Voluntary daily pay option available.