About Us We are part of a growing, multi-location glass organization serving communities across Western and Central New York. Our teams provide automotive glass repair, replacement and calibration support; custom residential glass and mirror solutions; and commercial glazing services. Although we operate under several trusted local brands, we share one commitment: reliable service, professional communication, quality workmanship and making it easy for customers to do business with us. Position Summary Our Customer Service Specialists are the communication center of the business. They answer questions, gather accurate job information, schedule service and keep customers and internal teams informed. This role supports automotive, residential and commercial glass customers and requires someone who can remain warm, organized and precise while handling a busy flow of calls, messages, appointments and changing priorities. What You'll Do Respond promptly and professionally to incoming calls, emails, texts and online inquiries. Listen carefully, identify the customer's real need and explain the appropriate next step in clear, helpful language. Gather complete information such as contact details, service location, vehicle and insurance information, measurements, photos, glass type and project timing. Schedule shop, mobile and field appointments accurately, allowing for geography, technician skill, job duration, parts and customer availability. Confirm appointments, parts, access instructions and customer expectations before the scheduled date. Maintain accurate customer and job records in company systems; document conversations, promises, changes and follow-up tasks. Coordinate with technicians, estimators, purchasing, dispatch and managers to prevent delays and resolve problems. Provide status updates, reschedule when necessary and communicate delays before the customer has to ask. Follow up on open estimates, missed appointments and completed work to support conversion and customer satisfaction. Handle concerns calmly, take ownership of finding the right internal resource and avoid passing the customer from person to person. What We're Looking For Customer service/sales experience is a plus, scheduling, and CRM experience is beneficial. Clear phone and written communication, active listening and a professional, reassuring tone. Strong attention to detail and the ability to enter names, addresses, measurements, vehicle information and appointment notes accurately. Ability to prioritize and switch between calls, messages, scheduling and follow-up without losing track of commitments. Comfort with computers, multi-line phones, email, Microsoft Office and web-based business systems. Reliable attendance, good judgment and a genuine willingness to help customers and coworkers. Preferred Qualifications Two or more years in a high-volume customer service or dispatch environment. Experience in automotive service, glass, construction, home improvement, insurance claims or another skilled-trade business. Experience scheduling field technicians across multiple locations or service areas. A demonstrated ability to turn customer inquiries into scheduled work. A closer without using high-pressure sales tactics. What Success Looks Like Customers receive accurate answers, realistic expectations and proactive updates. Appointments contain the information technicians need, follow-ups happen when promised and problems are owned through resolution.

To apply:

Send Resume to Renee@mrglassfix.com

Pay:

$19.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Paid training Vision insurance

Work Location:

In person