Customer Care Specialist

Join Our Dynamic and Supportive Team!
Whether you’re experienced or just starting out,
we welcome you to apply!

Starting pay is $16 per hour!

We’re looking for motivated individuals who are ready to grow with us.
Think you’re a great fit? Apply today and take the next step in your career!

Job Type: Full-Time

Location: Concord, CA 94520

Education: High school diploma or GED

Job Description

Be the First Impression for Our Customers

As a Customer Care Specialist, you are the first impression of our company, delivering a professional and positive experience at every customer touchpoint.

From customers, insurance companies, dealerships, vendors and fleet accounts, you will be managing administrative tasks, account setup maintenance, providing estimates/quotes, ordering parts, scheduling appointments, processing work orders, invoices and payments to greeting customers in person and responding to phone calls and emails ensuring timely communication and resolution of inquiries.

You will manage the end-to-end claims process and provide courteous and efficient telephone support, including claim setup, part verification and approvals, appointment scheduling, and processing work orders and invoices. This role also requires addressing questions about our Limited Lifetime Warranty, managing general customer concerns, and assisting with escalated issues—often involving sensitive or complex situations, all to ensure a smooth and stress-free experience for the customer.

Job Responsibilities

Greet and assist in-shop customers, addressing concerns promptly and professionally while consistently delivering creative, effective solutions under pressure.
Handle all incoming communication, including phone calls, emails, and faxes, related to service inquiries, pricing, warranties, commercial accounts, dispatch coordination, repairs, payments, wholesale transactions, and same-day changes or cancellations.
When providing a quote, ensure the Vehicle Identification Number (VIN) is collected to guarantee accurate pricing. Clearly explain the available glass options, set appropriate expectations regarding service timelines, and guide the customer through the process, especially as it relates to working with insurance companies and handling specific requests or demands.
Clearly educate customers on the 24-hour post-service dos and don’ts to ensure proper care and support long-term service quality.
Ensure seamless workflow operations by accurately verifying and completing work order details, including insurance information, additional parts, and any missing documentation.
Efficiently manage administrative responsibilities, including processing buyouts, invoices, work orders, credit memos, rebills, and tracking deleted or modified orders.
Review and coordinate vendor orders, ensuring accurate handling of dealer parts and special account requests.
Responds to customer inquiries via phone and email, ensuring timely resolution of issues to maintain a high-quality customer experience.
Investigates and troubleshoots concerns by reviewing records and damage documentation, identifying root causes, and educating customers on IQ Auto Glass policies and practices.
Communicate updates to relevant parties as new information becomes available, driving issues to full resolution and following up to ensure customer satisfaction.
Maintains accurate records across multiple systems, documenting all key activities clearly and promptly while safeguarding confidential and personal information.
Build strong working relationships with internal teams across the call center and field operations, collaborating to deliver exceptional customer service.
Professionally handles a high volume of inbound calls and emails from customers, policyholders, insurance agents, and auto glass shops, ensuring timely and effective resolution to maintain an exceptional customer experience.
Accurately enters claims, customer, and vehicle information into internal systems during live calls, leveraging available tools and resources to enhance service quality.
Guides customers with empathy and clarity through the glass claim process, engaging in meaningful conversations tailored to individual needs to build trust and rapport.
Verifies insurance coverage and deductible information, clearly communicating relevant details to customers to set expectations.
Assists with scheduling of repair, replacement, and recalibration services, coordinating efficiently to meet customer timelines.
Resolves complaints and addresses concern by offering thoughtful solutions and providing accurate information about products and services throughout the customer interaction.

Professional Requirements

High school diploma, GED, or equivalent required.
1–3 years of experience in telephone operations or business administration.
Proven ability to deliver world-class customer service in a dynamic, fast-paced environment.
Professional appearance and willingness to wear required personal protective equipment (PPE).
Comfortable working in a highly structured, performance-driven setting with strong ethical and confidential standards.
Proficient in using computer and phone systems with confidence.
Strong interpersonal skills with a service-oriented mindset and the ability to build rapport with customers, team members, and store personnel.
The ability to follow scripts naturally and communicate in a clear, conversational manner.
Demonstrates empathy, integrity, and a commitment to doing the right thing.
Positive, energetic attitude with a genuine desire to help customers.
Previous experience in a contact center or customer service role preferred.
Willingness to travel up to 10% as needed.

Disclaimer:
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The employee may be required to perform other related duties assigned to meet the ongoing needs of the organization. This description does not constitute a contract of employment and is subject to change at the discretion of the employer in response to organizational needs and job requirements.