Safelite

Customer Support

• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts.
• Accurately enters claim data into our production systems while on a live phone call.
• Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs.
• Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.
• Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference.
• Utilizes systems and resources provided to enhance the overall customer experience.
• Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information.

Customer Service Representative

Manager

• Partner with the Store Manager on the full cycle of talent fundamentals
• Evaluate current capabilities, identify gaps, and prioritize assignments
• Responsible for all aspects of the store operations and management
• Build a culture that prioritizes driving a great, memorable, and easy customer experience
• Work across organizational boundaries to achieve results

Store Manager – In Training

• Partner with the Store Manager on the full cycle of talent fundamentals
• Support the execution of annual plans for a store
• Build a culture that prioritizes driving a great, memorable, and easy customer experience
• Work across organizational boundaries to achieve results

• Support the Training Team with Train the Trainer sessions for new trainers.
• Support, conduct, and implement all training, non-technical and technical.
• Maintain comprehensive knowledge of the Safelite Way of Fitting (SWoF) and Safelite tools.
• Work with District Managers and District Trainers to schedule training classes and maintaining trainee throughput expectations.
• Educate all store managers on SWoF so they can effectively lead and coach their direct reports.
• Ensure the rollout and lead the implementation of, including but not limited to, new processes, products and tools for repair, replacement and recalibration.
• Responsible for ensuring that changes for new and existing processes for repair, replacement and recalibration are effectively and consistently implemented by the District Training and Quality Managers.
• Ensure quality control standards for products, services, and processes across the region that are aligned to Safelite standards.
• Supervise and manage a team of trainers and quality assurance managers.

Regional Safety & Quality Manager

• Support the Training Team with Train the Trainer sessions for new trainers.
• Support, conduct, and implement all training, non-technical and technical.
• Maintain comprehensive knowledge of the Safelite Way of Fitting (SWoF) and Safelite tools.
• Work with District Managers and District Trainers to schedule training classes and maintaining trainee throughput expectations.
• Educate all store managers on SWoF so they can effectively lead and coach their direct reports, be a continuous resource to store managers on technical issues utilizing data.
• Ensure the rollout and lead the implementation of, including but not limited to, new processes, products and tools for repair, replacement and recalibration.
• Responsible for ensuring that changes for new and existing processes for repair, replacement and recalibration are effectively and consistently implemented by the District Training and Quality Managers.
• Responsible for new tool and process implementation.
• Support the development of training materials, including creating and/or validating Tech Tips, Quality Alerts, and Fitting Instructions for distribution to the field.
• Ensure that underperforming Technicians receive targeting coaching and development leading to performance improvement.
• Ensure quality control standards for products, services, and processes across the region that are aligned to Safelite standards.
• Monitor and evaluate the quality of work delivered by associates and ensure feedback / coaching is delivered as needed.
• Provide regional and district teams with root cause data and resolution guidance for warranty and casualty loss improvement.
• Ensure district-level action plans are in place and executed to achieve COQ and training goals.
• Partner with district leadership to ensure technical guidance is provided for escalated warranty and casualty loss customer issues.
• Solve escalated issues with tools, parts, systems, or training.
• Ensure that the team of Safety, Quality, & Training Managers are driving adherence to safety policies, including the use of PPE.
• Communicate updates to safety policies and procedures with the team and provide feedback when changes are necessary.
• Help drive incident management and root cause analysis in partnership with the Safety team.
• Ensure that all associates adhere to company policies, procedures, and industry regulations.
• Ensure compliance with SafeTech Academy certifications and Installation and Repair Compliance Agreements.
• Conduct regular audits and assessments to verify compliance with Safelite standards and SwoF and ensure corrective actions when necessary.
• Accountable for VGRRR tool maintenance and inventory control.
• Ensure appropriate buying, deployment, and recovery of Safelite tools.
• Supervise and manage a team of trainers and quality assurance managers.
• Provide clear leadership, direction, and support to the team, ensuring their performance aligns with organizational goals.
• Regularly conduct meetings with District Training & Quality Managers around District performance concerning the Cost of Quality and training.
• Collect and analyze data related to training effectiveness and quality performance.
• Use data insights to identify trends, areas for improvement, and make data-driven recommendations.
• Prepare regular reports on training and quality metrics for district and regional leaders.
• Communicate progress, challenges, and achievements to district and regional leaders.
• Regularly complete and communicate regional quality and training status reports.
• Collaborate with district and regional managers to align training and quality initiatives with overall business objectives.
• Work with cross-functional teams to implement nationally aligned best practices and improve operational efficiency.
• Collaborate and identify potential new best practices for evaluation.
• Performs other duties as assigned.

Call Center Representative

• Provide front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs) within the Contact Center.
• Ensure delivery of the People-Powered, Customer-Driven Safelite experience.
• Create incentives, hold contests and activities to foster a challenging, fun and rewarding work environment while ensuring team metrics are consistently met.
• Monitor calls to ensure quality service is offered and provide coaching and mentorship on best practices.
• Establish and monitor individual team members' performance against established goals.
• Drive recruitment, interviewing, hiring, and onboarding of new associates.
• Assist in answering incoming calls during periods of peak volume and escalate customer/client concerns as needed.

Contact Center Supervisor – 2nd Shift

People Operations

• Providing strategic partnership with the organization to support overall operational effectiveness and division performance.
• Providing coaching and support to leaders regarding workforce planning, culture development, organizational policies & procedures and communication of key initiatives.
• Executes people programs (talent reviews, performance calibrations, merit and incentive awards, engagement surveys/action plans).
• Serving in a responsive manner to arising associate relations issues and managing conflict in varying situations such as performance coaching or dissatisfied associates; and directing associates to the appropriate resources for support as needed.
• Assessing and implementing proactive retention strategies.
• Partnering with leadership to assess leadership capability and ensure development and succession plans are in place to support current and future business requirements.
• Coaching and facilitation of leadership development programs to build capability; ensuring organizational health by promoting associate engagement.
• Serves as a change agent, reminding and reinforcing key messages.
• Participates in the Company's response to union organizing drives.
• Proactively seeking new ways of doing things to deliver better business results and effectively leading organizational change.
• Collaborates cross-functionally to ensure compliance with all applicable Federal/State/Local legislative requirements.
• Maintains confidentiality of financial information, insurance and litigation documents, associate information (e.g., wage information, discipline, health information) and other sensitive and confidential information.
• Performs other duties as assigned.
• Complies with all policies and standards.

Regional People Business Partner

• Partner with the Store Manager on talent fundamentals, including hiring, onboarding, coaching, training, and development.
• Evaluate current capabilities, identify gaps, and prioritize assignments for team members.
• Responsible for all aspects of store operations, including safety, inventory management, and process compliance.
• Build a culture prioritizing a great customer experience.

• Overseeing and managing all training and quality control activities within the designated region.
• Ensuring adherence to new technician training and certifications, driving down cost of quality and casualty loss claims, and acting as the regional health and safety partner.
• Driving consistency & execution of training programs.
• Monitoring and evaluating the quality of training program execution.
• Identifying trends using Pareto and frequency analysis.
• Partnering with regional leadership to ensure technical guidance is provided for escalated warranty and casualty loss customer issues.
• Collaborating with cross-functional teams to improve safety and operational efficiency.

Regional Safety and Quality Manager

• Drive long term market strategy by leading and developing a team of store leaders.
• Oversee all field sales and operations activity within their district.
• Prioritize relationships with associates, customers and insurance agents to stay connected to industry trends.
• Monitor monthly performance against sales and operations plans, adjusting as necessary.
• Work with field sales to identify and develop new business relationships.
• Oversee P&L for the district, ensuring revenue goals are met by managing expenses.
• Lead through engagement and motivation, creating a positive and rewarding environment.
• Partner with national leaders to standardize best practices and drive change management in the field.

District Manager

• Develop, communicate and implement the vision for the market.
• Monitor monthly performance against sales and operations plans.
• Keep current on what the competition is doing and make appropriate recommendations.
• Work with field sales to identify and develop new business relationships.
• Oversee P&L for the district, ensuring revenue goals are met.
• Lead through engagement and motivation, understanding the needs of a primarily mobile workforce.
• Create a positive and rewarding environment that encourages retention.
• Partner with national leaders to standardize best practices.
• Ensure market leaders complete the annual Talent Review Process for their direct reports.