automotive glass technician

customer service representative

automotive technician

customer advocate

repair technician

Safelite

Okay where do I even start. First off, they’re going to tell you what you want to hear at first. They tell you that you will be a claims adjuster for USAA insurance but you’re actually just working at a call center for customer service for insurance. And even when you’re a licensed claims rep, there’s only so much you can do. The adjusters hardly ever answer their phone and the people on the phone get mad cuz the adjusters are too lazy to do their job. They also don’t like it when we transfer to the adjusters unless it’s the claimant or the member, which is so stupid because the adjusters usually don’t answer the attorneys or other adjuster of the other insurance companies and thats not fair to them. They also get mad if you make outbound calls to customers in the outbound call button and get mad if we use out time to look at the training that we are required to watch. But they tell us to watch the videos in between the calls. Please tell me how we have time for that when the freaking video is a half hour long or longer and there’s 15 of them!! QA is never happy with you. They always want you to get MSATS. They always knit pick and tell you negative things All of those are so stupid and a waste of time. The atmosphere is sad because a majority of people that work there hate their job and also because you’re constantly being treated like a kindergartener. Coaches/managers don’t want to do their job, they just want to sit around and gossip with the other coaches/managers. There is a racism and discrimination issue there as well. There’s also issues with bed bugs and roaches. They never spray, just bring dogs in to sniff them out. They make you work more than what you should be getting. The rules there are stupid. You can’t have any paper or any writing utensils with you while you’re in the call center. I mean if I really wanted to get someone’s information I could take a tube of lipstick and write it on me. USAA is constantly in there making sure we’re doing our jobs. A majority of the people are only there to get their license and move on to another insurance that pays better and their rules aren’t as ridiculous. 30 minute breaks is not enough, when you have to scan and wait in line because there’s stupid turnstiles. I don’t want to be in an environment where I’m going to be treated like a child. There is drama in the work place as well, it’s like being in high school. And the training is a joke. You spend 5 weeks learning how to file a claim when that’s just the tip of the ice berg. You learn the real stuff when you get on the floor. The calls vary. Some people get more calls then others. Coaches are only supposed to use their phone for emergency but I saw them on Facebook and social media and would text people all the time. They could just as easily gain access to a USAA members information. The parking is awful! And they will lie to you about PTO.  I requested PTO and it was granted for a month and then they decided to just take it out of my schedule and deny my request and tell me that it was never granted. And then when I said I only wanted enough PTO that I earned and they told me I had this much available for PTO. Come to find out, they took everything out of my last paycheck saying I didn’t earn the PTO and that I still owed 10 hours of PTO. Safelite has ripped me off multiple times and complain that we get mad that we actually want our money now! Safelite lies and one coach will tell you one thing and another coach will tell you something completely different. The pay was decent but the treatment from Safelite and the environment is just not good. I don’t recommend this job unless you need income for now until something better comes along.

Such a devastating experience. For some people, like myself, this was more than just some job, and was super important to me.  I only stayed for about 3-4 weeks. After training (trainers are beyond superb human beings with patience, kindness, and fun personalities) I had to quit after just one week on the phones. I had the best equipment and internet connection (hardwired fyi) one could have, and still WFH leaves a lot to be desired. AVAYA, the phone system that is used to take calls from customers is absolutely WORTHLESS. I don't know why corporate/ceo thought rolling out WFH would be a great idea while using Avaya. It literally sets you up for failure. Such a fun job and the Safelite computer systems are fantastic, but NOT the phone system. I was so sad that the company wasted my time when they knew that Avaya is a horrid system. So embarrassing that EVERY call had issues. The callers get so frustrated because they cannot hear you. Static, skipping, lagging, echoing, etc. Same thing when transferring to insurance departments, etc. Talk about stress and anxiety to where you just wanna puke because you can't even do your job and you feel so bad for the customer you are trying  to help. All the money Safelite claims to have by being #1 in the business, yet they don't invest money into a proper soft phone system. Nearly everyone wfh in my training class had the same issues. Some of us drove 1-4 hours for training, just to realize 3-4 weeks later that there was no hope in Avaya and the company wasted our time. I spoke with IT on several occasions. They said it didn't matter how expensive my headset was or how elite my internet connection was, that Avaya was awful and since doing and update in early spring it in fact made it worse (in his opinion). You can only miss so much and if your tech issues (that most likely won't be your fault) are not resolved by 45 minutes then you must drive into the call center. ALSO, they do have equipment to send to new hires SOMETIMES, but in my case there was not enough equipment to go around and orders were months behind to get them to employees. Senior employees were first on the waiting list (I was told). No matter, I used my own, which was above par. I got to pick my own schedule (5 hour shifts which was great for me). Some people chose 10 hours shifts, and obviously 8 hour shifts. Must work one weekend day....not bad. Mondays were a MUST (full 8 hour shift), as it is their busiest day in the week. Paid every Friday. Employee discount on windshields and blades were stellar! Very diverse, and overall a good company motto. Thorough training material. Ask questions, it is ok! Must be onsite first two days, then can train from home if you want. Laptop camera was not needed but they prefer. Logged into Zoom daily. Plenty of "how-to" packets to help. Call center is huge, clean, and nice. No blu tooth connections allowed for your mouse, headset, and must have Ethernet cord plugged into comp for internet connection. Some guy had trouble with MAC computer for wfh, so no apple products wfh. 
This was my experience in Chandler, Arizona. Try wfh at your own risk. It really could be great if company would invest money into the best phone system for wfh. Otherwise, you will probably waste your time trying it out.
I can only give 3 stars because the company knew better. Corporate knows better but still did not value our (wfh new hires') time...what a waste. This was my experience there during June of 2021. I was not there long enough to get to know if management was great or not.

Essentially the title: Safelite was a demanding and challenging place to work, with long days and inconsistent workload. But once you got into the swing of things and learned how to maximize your earning potential you could make a very comfortable income through bonus programs and work incentives. Raises were consistent and usually reflected the work you put into the job. This could vary though- We had a period where our manager got a promotion and left our shop for over a year. During this time 2 of our staff were expected to take on all of his responsibilities, and the rest of us had to pick up much more work. When they finally hired a manager, and June raises came around; the company gave almost none of us raises. The highest raise during this time was roughly $.25, when all previous raises had been for a dollar or more. It was honestly insulting, and almost lead to a strike. 

Workflow is also very uneven. Sometimes work will drop off, and be almost seasonal, with people being placed on temporary unemployment. Other times the work is so heavy that techs are expected to work 12 and 15 hour days, with no time for a break, or lunch. There have been many times where we had to reach out to union reps. 

Once in a while there were company lunches or events, which could make you feel appreciated. They also send their employees to conferences for training, and pay for you to stay in a hotel. This is honestly pretty fun, and while its not frequent, it is more than a lot of companies do.

If you have a union store then you're health insurance will be pretty good, but for some ridiculous reason the Union is the retail workers union, not the mechanics union. The retail union has zero power to negotiate for benefits, or better pay, or better hours; they are practically useless. The company knows this, so they get away with denying raises, firing without cause, and cutting hours left and right. The technicians should really petition to change their union membership to something with more power.

Management has a tendency to play favorites; people who've been with the company for decades will be stuck in the same position, because of how the uppers perceive them, despite the work they put in. Other times new people will rapidly rise because they make a good impression; despite their inexperience or lack of ability. 

At the end of the day the company values most the people who make them money. You can show up late, or with a disgusting van, or disheveled- and while a manager might yell at you about it, you can get away with everything short of murder as long as you get 6 or 7 cars done in a day. The moment you slip below that, though, is when you'll start getting pushed out the door. 

In conclusion: As long as you're fit enough to work hard all day, and have enough attention to detail to do a good job, you can make solid money. Just don't expect to see a lot of job growth, or much appreciation from management. Its also very hard work for not a lot of reward; if you have mechanics experience you would probably make more either doing glass repair freelance or with a dealership.

My time as an autoglass Technician at safelite started off pretty well I’d say. They offered weekly bonuses up to $300 on top of hourly pay. Now the QCI (bonus) system was very flawed. Some techs thought it was rigged. You made your bonus based off of three numbers. You had minutes per customer (how long a job takes you to complete), Quality (how many vehicles out of a hundred that didn’t come back for warranty issues) and Net Promoter Score (surveys). The flaw in all of this was that surveys made or broke us. One bad review took ten good reviews to balance out in order to keep your bonus. The luck I had with the company, I immediately lost my bonus due to a customer being frustrated with the call center being difficult. After almost a year, I was able to regain my bonus pay. A month later I then lost it again on an occasion that I had no control over. I was sent out not knowing that we had been out to this gentalmans house five times already. I was the sixth. As usual I performed the job very proficiently and in a timely manner. The customer seemed happy with the Install until I got railed because it took us five times to get the part right. As a technician, I received paperwork in the morning with info such as part numbers and customer info. All I had to do was match the number on the paper and load it into my van. You work under extreme heat and cold conditions while bending over backwards for someone who you’ll never see again. Technicians who lose their bonus also become discouraged because they’re getting the same workload as someone else while that other person gets paid more for the same exact work. Management in my market was a joke. Just cramming wiper sales down our throats. No forgiveness on negative surveys if the technician wasn’t involved. The techs were the guys doing the grunt work that would continually pile up on us out in an uncontrolled environment while dispatchers sitting in a heated/cooled office told us what we had to do. People who weren’t a tech before or have never been a tech never understood the time management and drive times we had to deal with. It was a great place to work for until my six month mark with the company when I started to see how we were lied to in training. They keep preaching about wanting to be the best place you’ll ever work when it ended up being one of the most physically and mentally tiring, strenuous and demanding places I’ve ever worked for. It boiled up to a point to where I couldn’t even enjoy myself at home from the dread of having to work the next day looming over my head. $17 an hour base pay sounds nice until you deal with the hottest days of the summer to the coldest days of the winter where none of their adhesive or chemicals work properly. Place is a joke. False promises and reassurance kept me around for too long. I often had the feeling that Technicians are treated as numbers. Not people. Many other techs felt the same way. The one good thing about Safelite is that I’ve met some amazing people that I’ll miss dearly.

So first I'll start by saying that I thoroughly enjoyed working with the other technicians, and within about 3 months they felt like family. We helped each other to make each job easier, and our conversations while working were fun (and most likely not stuff the customers should hear, but it helped the day go by faster).

However, when I first applied I was going after the "Tech Trainee" position, which would give me $18/hr full time and benefits, which is great because I needed a minimum of $17/hr. During the first interview, I was told the position was posted in error for the location, and it was supposed to be for the Salt Lake facility, not for American Fork which I lived nearest to. The only position in American Fork was a "Part time Rock Chip Repair Medic" which paid $15/hr. I refused the position multiple times, but the interviewer (who was a "Quality Manager") promised that it would be temporary and the moment the position I applied for opened he and my soon to be store manager would give it to me.

8 months later, working my A** off and doing work outside of the scope of my job and pay, a position opened up. I was told to apply for it and have an interview, which threw up red flags immediately. Needless to say they came up with every excuse not to give me the position. This happened 2 more times, people from outside the company got the position, and half of them quit when they realized how much labor was involved. I ultimately gave up on getting that position, but still kept pestering my manager for full time status so I could at least get benefits and raises.

A full year since that first interview came and went, and still I was part time. For just over 10 months I worked between 38-42 hours a week, still trying to get full time status and ultimately falling back on the idea that they would HAVE to give it to me at the 12 month full time mark outlined by Utah state labor laws.

Then came the corona virus. First, they expected me to go into the more heavily affected areas for mobile to cover rock chip repair techs that mysteriously "weren't available", despite me not having insurance or medical benefits of any kind, or even pto and sick days in case I caught it. I figured if I got it or if business slowed down and I was out of work, that safelite would just cut me off entirely. I mean, why would they give pto or help a part time employee they used for cheap labor? My manager promised me that safelite would "take care of me" if something happened, and that if they didn't he would make sure of it.

1 week later I was laid off because business was too slow. No benefits, no pto, no severance, absolutely nothing.

My manager also promised me that when business picks back up he would let me know and I can start working again. But then I'd just end up working for another 12 or so months at "part time" with no benefits, vacation, sick days, or anything, and by the sounds of it I'd likely end up being let go again to bring down the 12 month average required to make me full time as per labor laws.

Ever wonder why a job that seems so simple and a company deemed "the greatest job you'll ever have" by the higher ups and trainers (be damned if this wasn't stressed to us daily during training) has such a high turnover rate; and is always hiring in mass?

Let me give you the answer in a nutshell.. Ever hear the old saying "if it sounds too good to be true, it is?" Welcome to Safelite. 

The application process seems simple enough. As is the recruiting, where they speak to you via phone interview, have you come in and do the all so pleasant two hour assessment and conclude with a person to person? Contrary to what they tell you, if you make it past the assessment phase, chances are you got the job; although in days 1-3, they'll try and fluff you up like you're the "chosen few." This of course comes after they remind you six dozen times that they're SO much better than the other call centers and any job you've ever had. Yet, I digress. The criminal background should have been easy enough for someone with no past history. It wasn't.  Anything but. Imagine showing up for day 1 of training, then getting told you can't start for another three weeks (in the very next class) because they hadn't completed the background test on you? 

The training itself?  A lot of emphasis on greatness of the company. Oh by the way... Be prepared to get told you are taking a final exam on 1 day notice. Prepare to be walked out the door and terminated if you don't get a 90 percent of the 100 question final. One classmate found out midway through that a family member had died. Rather than getting the chance to go home and mourn, they took the final and got an 89. Mind you, 89 percent indicates you generally have a pretty good grasp of what you are being taught.  Considering the person's mind was probably hurting from his news, 89 percent is actually excellent. However, not for Safelite and the trainer, who proceded to admonish them for "missing 12 and not getting it," walking them out the door like a criminal and telling them "we'd certainly love to have you back, feel free to apply again in 90 days." After seeing this happen, I wouldn't work here again in 90 YEARS,  nevermind 90 days. They claim to be employee first? Lip service. But hey; at least you got a free mug and Safelite lanyard out of the deal. Anyone who wants one, you can find mine in the dumpster behind the parking lot at Bashas on Chandler Blvd.

Now for those like me fortunate enough to make it past training... Ever have a place where the "cool kids" get it all and are rewarded based off popularity instead of merit? Welcome to Safelite. Better never get sick, you get occurences, they're stuck with you. If you are dropping over on the floor, and are hospitalized with a doctors note when you return, you're still docked.  Don't be even a second late or return from break a second late, its a tardy. You will wind up on a final warning in the bat of an eye.

Pros? Its a job. Its not exactly manual labor. It pays ok.. Not the highest paying call center out there but you make more than you would at McDonalds. Most of the coworkers are cool. Otherwise, not much else to brag about. Best thing I ever did was leave.

I worked here as an Installer for close to 3 years, I was appointed as an In shop technician and then the pandemic came along... I put in 1 week of pto because of the big scare and hype in that time I was furloughed I then returned to work after my furlough only to lose my in shop spot because “I was gone to long”  shortly after that I moved to a different shop where they were slamming me with 6 to 7 jobs a day mobile and I requested multiple times that this is way to much work and that I’m getting stressed out only to wake up the next day with the same work load they don’t care about there technicians and management doesn’t listen to there technicians, I worked so hard most days I could barely catch my breath only to be called and asked why I haven’t taken a lunch, now let’s get into the bonus program.... you can go out and do great work and get a bad survey because Karen had to reschedule twice you have now just lost 300 dollars a week for 13 weeks... then shortly after that a manager calls and lights ya up about a bad survey that you had no control over, in training they tell ya 4 to 5 jobs a day what a lie.... they might as well call this place slavelight because they will work you into the ground and when pay raise times comes around you can have perfect numbers for the year and then they will say well because of this one time 6 months ago your attitude wasn’t the best so ya get 50 cents, this company acts like they care about employees hype it all up only to work people to death to pull a higher profit, example the bonus program is designed to put more money in the higher ups pockets and less in yours, the better you get at the job the more they test your limits and sanity, and when you tell them it’s to much they continue to push you to the edge, I found a new glass company that pays 30 an hour Monday to Friday with 4 to 5 jobs a day I even informed safelite about it to see if they would have a counter offer for me I was at 19 an hour I just wanted to see if they would even give me a dollar the response I got was, I was gone to long during the “pandemic” your the idiots that furloughed me, so they had no counter offer hence proof that you’re just a number and they do not care about there techs and employees at all, my advice come into the company get good at installing glass and move to a company that actually cares about you and pays you fairly. Safelite really had me fooled man it could be a great place to work if they actually follow the so called safelite spirit I love the tools they have I like the process for doing windshields I like the work but everything else is a complete joke, we can all see that your still stuck in your old practices and not a thing has changed. It’s sad that the people sitting at the top need to make millions per year and pay they’re techs just enough to barely survive, we’re the guys that do the work, we swear and bleed safelite and safelite spirit you greedy people do not, can’t wait to see safelite train more guys only to leave to better glass companies at some point your greedy practices will be your downfall.

Management and upper management really needs a very serious reality check here. (And I am sure this will not happen any time soon ) During coast to coast business hours at peak call times, there are people doing arts and crafts, or doing what seem to be things that are not related to their job title.

I personally have to sacrifice my kpi stats to drink water  or go to the bathroom because my calls are coming in so fast  and get reprimanded for it while the same young employees  walk around, without experience enough to be able to help others, and those who are being promoted to job coaches lack the mental capacity to understand the questions being asked of them and cannot reciprocate a viable answer. Some csr employees also have the privilege to go to the front desk to "hang out" and effectively do nothing when there is already an employed person work there. 

Some variety would be nice. Some different job coaches with some ideas or input besides the same ones ALL THE TIME would be GREAT. It would be awesome if upper managment had requirements of their job coaches to actually interact POSITIVELY with their coach's. Making sure that job coaches consistently recognize their group would be great. For example, the balloons, or the certificates or the pins and what not. There are so many requirements of those of us on the phone.

Many of the favorite people who are allowed to do whatever they would like get to have reserved desks. No one else gets to sit there.  The rest of us have to share and get desks that have "issues" or are out right disgusting. The chairs are stained and look awful. Often times the floor is out of the sanitizing wipes and Monday thru Wed you are lucky to find a spot in 10 minutes within getting there without cracked headphones (most of them are) or low volume issues. On weekends you are only allowed to sit in certain places which really limits options.

When it comes to dresscode it is busness casual, but some women tie their shirts up like bikini top style with a tank under or have stomach showing, and it isnt deemed inappropriate and they wear it more than once so I am guessing their job coach does not write them up for it) 
They don't give chances to anyone other than those who are favorites. 
 However, I did once get written up for wearing some plain black new keds after rolling my ankle which were not deemed appropriate. 


If you are not a favorite, you will not be given the opportunity to do well. You will not be worked with. Looks definitely seem to be a factor and so does age. 

It really depends on your manager here. Benefits are expensive, and raises require training. TRAINING will get you off the phoone but  you have to meet kpi and pass a test for each. 


Good luck if you choose to work here.

I have been there for years and I'm still stuck in the same position as the day I started. No room for advancement, does NOT matter if you are putting 110% into the job. They are not a family friendly company. If you have children, this is not the place to work. If your child gets sick, they do not care. The dress code makes no sense. The benefits are not good at all! You literally work your behind off every single day taking back to back calls, not worth the money to be honest. They talk about bonus checks and yet you never see a dime, oh wait. . . I did get one bonus check for $16. First company I ever worked for that has done absolutely nothing for their employees, even holidays. Atleast at my last jobs you get some kind of christmas bonus or something. But at safelite, your gift is finding out that you got drafted to work horrible hours on christmas day. Management is horrible, they do not know how to run a business and are very unprofessional. They say lead by example, well at safelite you have all these crazy rules and yet you sit and watch management break every single rule but they are the first to jump down your throat if you make one mistake. They have their favorite employees which get to do pretty much whatever they want and your stuck picking up the slack. They over work you. You are not allowed to use the restroom unless its your break. When your monitored, doesn't matter if you score 100, they still find a way to put you down and make you feel like bad. Some of the job coaches I like, but most are not smart at all and have no clue what they are doing. You ask them a question and they just look at you with this blank look on their faces and shrug. You will never get the schedule you want, the position you want and trying to get your hard earned vacation time approved is like pulling teeth. They force more accounts on you with no compensation and the yearly raises are like 20 cents starting the 2nd year you work there. Its hard enough to be yelled at and called every single name in the book while on the phone with these upset insureds but to also be treated bad by management everyday just makes it hard. I absolutely hate that job and dread going in there every single day. That place has put me into such a deep depression. Every morning I wake up, I just want to cry, that's how bad it is. Although I go in there and still continue to put my all into the job, I just don't see a future with safelite and I am currently looking for another job. I am willing to take a pay cut just to get out of there. Don't be fooled, they promise you the world and make their company look like the "best place to work" in the interview. But once your in, all the stuff promised, you'll never see or get and the only reason why they were rated the best place to work is because they stand behind you and watch everything you put on the survey, so your forced to make them look good even though you know its not true. On an ending note, they are currently being sued by their employees, if that tells you anything. DO NOT WORK THERE!

Over the last few years, Safelite culture has significantly deteriorated due to private owners pushing unreasonably hard for excessive profits, and leaders unwilling or unable to advocate for their employees.

A typical day at the home office was extremely stressful for no real reason other than corporate greed at its finest. Delivering massive improvements to the bottom line year over year is simply not enough for this company - not enough to provide decent benefits, not enough to offer wage increases that align with inflation in the American economy, etc.

Executive leadership lacks vision, and spends most of their time pivoting to respond to immediate "problems" rather than committing to a true roadmap for success. As an individual contributor, it was nearly impossible to complete a project that was worthwhile. I spent the majority of time working on initiatives that either took 6-12 months to roll out, or were never implemented at all. Additionally, it was entirely impossible to gain clarity around how to grow within the company, or even how to achieve a decent annual review. 

The company is extremely top heavy, and leaders at this company are forced to fight it out for department budgets each year. For this reason, the only people who can climb the ladder at Safelite are the ones who appear to be the smartest person in the room. Leaders hide behind power structures, unnecessarily confusing autoglass vocabulary, difficult to understand - let alone achieve - key performance indicators, and huge egos - not actual intelligence or ability to achieve anything meaningful. 

These attitudes were reflected in hiring and firing decisions as well. I made it through at least 3 significant rounds of layoffs (if not more), and had 4 different VP's over my 3 years with the company - seemingly because new leaders simply weren't liked - probably because they were not as toxic as everyone else. This was a huge red flag for me, as I believe innovation cannot occur without differing perspectives in the room.

Lastly, the home office is currently undergoing a ridiculous renovation that leaders claim was "the most prudent option", however, I cannot fathom how building a massive bridge between 2 buildings that are already connected at the ground floor was the most viable financial option in any scenario. Additionally, workers have been forced to endure an office under construction for months on end in 2025, and are being required to return to office 4 days per week in 2026 after 4+ years of flexible hybrid schedules. To top it all off, this strategy is being implemented via a full-on propaganda campaign claiming "this is what employees want." Anecdotally, it was pretty clear to me that workers didn't want this.

If you're applying or interviewing here, do yourself a favor and don't.

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