The Service Coordinator is responsible for leading and developing the Customer Service team to drive revenue growth, maximize customer satisfaction, and increase market share in the auto glass repair and replacement industry. This role oversees daily operations, coaches team members to achieve performance goals, and ensures customers receive exceptional service throughout the sales process. The Manager works closely with customer service, insurance partners, and field technicians to ensure a seamless customer experience.
Key Responsibilities
Leadership
- Lead, coach, motivate, and develop a high-performing inside sales team.
- Establish individual and team sales goals aligned with company objectives.
- Monitor daily sales performance, conversion rates, and key performance indicators (KPIs).
- Conduct regular one-on-one coaching sessions and weekly group meetings.
- Foster a positive, accountable, and results-driven sales culture.
Operations
- Manage inbound and outbound sales activities for glass repair and replacement services provided.
- Ensure accurate quoting, scheduling, and customer follow-up.
- Optimize lead management processes to maximize conversion rates.
- Develop strategies to increase efficiency and acknowledge successful customer experiences and outcomes.
- Analyze sales data to identify trends, opportunities, and areas for improvement.
Customer Experience
- Ensure every customer receives professional, timely, and knowledgeable service.
- Resolve or assist with escalated customer concerns quickly and effectively.
- Maintain high customer satisfaction scores and online reputation.
- Promote a customer-first culture focused on quality, convenience, and trust.
Insurance & Industry Knowledge
- Maintain working knowledge of insurance claims processes and third-party administrator (TPA) requirements.
- Ensure compliance with insurance billing procedures and company policies.
- Stay current on industry developments, including Advanced Driver Assistance Systems (ADAS), windshield recalibration requirements, and automotive technology.
Team Development
- Recruit, hire, onboard, and train new sales representatives.
- Develop ongoing training programs focused on sales techniques, product knowledge, and customer service.
- Identify future leaders and support career development opportunities.
Reporting & Analytics
- Prepare weekly and monthly sales reports.
- Track KPIs including:
- Sales revenue
- Conversion rates
- Call volume
- Average order value
- Customer satisfaction
- Appointment show rate
- Close rate
- Recommend process improvements based on performance data.
Cross-Functional Collaboration
- Partner with others to ensure scheduling efficiency and technician availability.
- Work with Customer Service to improve communication and customer retention.
- Support billing with accurate invoicing and insurance documentation.
Qualifications
Required
- Bachelor's degree in Business, Marketing, or a related field preferred (or equivalent experience).
- 3–5 years of combined service and operational leadership experience.
- Experience managing sales teams in automotive, auto glass, collision repair, insurance, or related industries preferred.
- Strong leadership, coaching, and team development skills.
- Excellent communication and interpersonal abilities.
- Proficiency with CRM systems and Microsoft Office.
- Strong analytical and problem-solving skills.
Preferred but Not Required
- Experience in the auto glass repair and replacement industry.
- Knowledge of insurance claims processing and TPAs.
- Familiarity with ADAS calibration services.
- Experience with scheduling and dispatch software.
Key Competencies
- Customer Relationship Management
- Team Coaching & Development
- Negotiation Skills
- Performance Management
- Strategic Planning
- Communication
- Time Management
- Data Analysis
- Conflict Resolution
- Process Improvement
- Customer Retention
- Talent Retention
Performance Metrics
Success in this role will be measured by:
- Monthly sales growth
- Revenue achievement
- Sales conversion rate
- Customer satisfaction
- Employee engagement and retention
- Call quality scores
- Average response time
- Insurance claim accuracy
- Team productivity
- Gross profit margin
Working Conditions
- Full-time position.
- Office-based with occasional travel to company locations for meetings or training.
- Standard business hours with flexibility during peak seasons.
Fast-paced, customer-focused environment requiring effective multitasking
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Cell phone reimbursement
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
