Safelite

Call Center Representative

• 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.
• Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.
• Assists customers with scheduling repair, replacement, and/or recalibration services.
• 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.

Part-Time Contact Center Representative

Analyst

• Conduct Accident Reviews and Follow-Ups by compiling incident data, identifying root causes, and tracking resolution status.
• Communicate Driver Safety Policies to relevant stakeholders and ensure consistent understanding across teams.
• Collect, organize, and maintain data from driver logs, vehicle operations, maintenance records, and Lytx's/telematics to support DOT compliance tracking.
• Provide Origami System Support by entering and validating incident data and assisting users with basic troubleshooting.
• Analyze Accident Trends and Unsafe Behaviors using available data to identify patterns and escalate concerns to leadership.
• Follow up on Ineligible Drivers by reviewing flagged records and coordinating with appropriate teams for resolution.

Transportation Safety Analyst – Contract-to-Hire

Procurement

• Help get customers back on the road safely by getting the right part to the right place at the right time
• Source out-of-stock parts internally and externally, optimizing cost-effectiveness and delivery time
• Track inbound part shipments using multiple systems and provide regular updates to customers and partners
• Confirm receipt of sourced items through invoice audits and effective communication with partners and customers
• Resolve purchase order discrepancies through VIN and insurance verification
• Ensure sourced parts adhere to quality standards through systematic checks within designated systems and visual management tools
• Undertake additional duties assigned by leadership as needed

Parts Sourcing Specialist

Insurance

• Develop and lead the enterprise-wide risk financing strategy for the company, identify short term and long-term goals
• Evaluate and implement appropriate risk financing techniques such as procurement of insurance, management of self-insurance programs, captive insurance and alternative risk financing options
• A key component of this is for our large fleet of +5,000 vehicles
• Collaborate with other key stakeholders across the business, including but not limited to operations, legal, finance, technology and human resources, in the development and deployment of a comprehensive risk control and safety program, leveraging claim/loss data from the insurance programs to help identify opportunities for preventative measures
• Partner with health and safety team to manage driver safety and loss prevention program, as well as support worker’s compensation claim management
• Research, evaluate and make recommendations regarding current state of the art trends in risk management and insurance strategies
• Identify and analyze potential impact of exposures of loss faced by the corporation
• When appropriate, market/price the various insurance lines to ensure the most cost effective but also the most reliable insurance coverage is secured
• Drive execution of risk strategies to mitigate cost
• Influence contract negotiations and M&A due diligence from a risk perspective
• Strategically analyze contracts such lease, customer contracts, acquisitions, supplier agreements for appropriate risk assumption and insurance provisions
• Shape corporate risk governance policies and ensure alignment with global standards
• Partner with the global insurance team in ensuring seamless coverage and management of insurance claims between locally procured policies and those established centrally
• Manage Safelite external brokerage partner and in partnership design, implement and manage the following but not limited to E&O, auto, , general liability, workers’ compensation and excess programs including (but not limited to) negotiating coverage, limits, pricing, and other key terms
• Direct and lead the high volume claims management process
• Process includes oversight of internal and external claim administrators, and oversee the maintenance of department records, ensuring close alignment and approval with key company executives in the settlement of high value claims
• Key to success is the leadership of the team ensuring balanced work allocation, coaching, and ensuring proper controls are implemented and operate
• Present quarterly risk finance updates to the CFO and Audit Committee
• Provide input to Board level materials summarizing the Global Insurance Program
• Including the creating and delivering presentations to the Audit Committee where necessary
• Manage annual budget and insurance budget for Safelite along with forecasting and managing the self-insurance accruals
• Develop loss prevention standards to drive continuous improvement efforts for distribution centers, warehouses, and retail locations
• Performs other duties as assigned

AVP, Corporate Insurance

Operations

• Lead operations for several fulfillment sites within a defined geographic region.
• Develop current and future fulfillment site leaders and promote a culture of high performance and engagement.
• Drive operational excellence and deliver top-tier customer service; prioritize listening and removing barriers to success.
• Direct annual and long-term business planning aligned with regional needs and company objectives (NPS, cost per unit, on-time delivery, shipment quality, associate retention, engagement).
• Motivate fulfillment location leaders to exceed business goals and align them with company mission, vision, values, and strategy.
• Oversee talent cycle: selection, onboarding, training, development, and performance management.
• Manage market P&L to maximize profits and minimize losses.
• Evaluate and enhance leadership and associate capabilities; prioritize development activities and succession planning.
• Partner with field stakeholders to improve regional processes and drive best practice adoption.
• Frequently review performance and opportunities with fulfillment leaders to ensure goals are met or exceeded.
• Ensure compliance with Federal, state, and local regulations including OSHA, CDL, DOT, and MHE.

Part-Time Contact Center Representative

Transportation Safety Analyst – Contract-to-Hire

Parts Sourcing Specialist

AVP, Corporate Insurance

Director of Fulfillment Operations