Jiffy Auto Glass is seeking a Lead Customer Service Representative (CSR) with proven experience in auto glass to take ownership of the CSR team's day-to-day performance and customer experience across both our auto glass and window tinting service lines. This is a hands-on leadership role — you'll work the phones and leads alongside the team while also training, coaching, and holding the team accountable to booking and conversion targets. You'll be the primary point of escalation for difficult customer situations and the main driver of fleet and commercial account growth.
This position plays a critical role in both day-to-day operations and long-term account development, including commercial and fleet relationships.
Key Responsibilities
Team Leadership
- Lead, train, and mentor CSR team members on sales process, phone/email/SMS etiquette, and system usage
- Monitor team performance against booking and conversion targets; coach to close gaps
- Serve as the first point of escalation for difficult customer situations, complex claims, and pricing exceptions
- Help onboard new CSR hires and maintain training documentation/scripts
- Coordinate CSR staffing and shift coverage with management
Customer Service & Sales
- Manage high-volume inbound and outbound communication (phone, email, SMS, web chat)
- Convert leads into scheduled jobs using a structured sales process
- Proactively follow up on open quotes and unsold opportunities, unscheduled and aging leads, and previous customers for repeat and referral business
- Provide accurate pricing, scheduling, and service recommendations for both auto glass repair/replacement and window tinting services
- Process and manage insurance claims through Lynx and SGC platforms
- Verify insurance coverage, deductibles, and claim details
- Maintain detailed and accurate records of all customer interactions and sales activity
- Coordinate scheduling and dispatching with field technicians
- Utilize Omega EDI (upon implementation) for order and workflow management
Fleet & Commercial Account Development
- Own and grow the fleet and commercial account book of business
- Build and maintain relationships with business clients to drive repeat and high-volume work
- Proactively identify and pursue new fleet/commercial account acquisition
- Maintain consistent follow-up and communication with key accounts
- Ensure high service levels and retention of commercial clients
- Report on fleet/commercial account performance to management
Performance Expectations
- Consistently meet or exceed individual and team booking/conversion targets
- Maintain strong follow-up discipline across the CSR team
- Deliver a high level of customer satisfaction and responsiveness
- Demonstrate ownership of outcomes — for yourself and the team, not just tasks
- Identify and help implement process improvements for the CSR function
Requirements
- Minimum 3+ years of experience in auto glass, automotive service, or closely related field (required)
- Prior experience leading, training, or mentoring a team preferred
- Proven track record of sales performance and lead conversion
- Strong communication skills across phone, text, and email
- Ability to multitask and manage a high-volume workload efficiently
- Highly organized with strong attention to detail
- Comfortable working with multiple systems and digital tools
- Experience with insurance claims processing (required)
- Experience developing or managing commercial/fleet accounts (required)
Compensation & Benefits
- Sign on Bonus $1,000 first $500 at 30 days and remaining paid at 90 days of succesful employment
- $24.00 – $27.00 per hour (based on experience)
- Commission structure tied to performance
- Paid time off
- Flexible scheduling
- Opportunities for growth and increased responsibility
About Jiffy Auto Glass Jiffy Auto Glass is a trusted provider of auto glass repair and replacement services and window tinting, focused on delivering efficient, high-quality service and building long-term customer relationships.
How to Apply Submit your resume and a brief summary of your relevant experience and results, including any team leadership or fleet account management experience.
Jiffy Auto Glass is an equal opportunity employer and encourages applications from all qualified individuals.
Pay: $24.00 - $27.00 per hour
Benefits:
- Employee discount
- Paid time off
Application Question(s):
- Do you have experience with submitting Auto Glass Insurance Claims?
- Do you have experience with building and maintaining Fleet account relationships?
- Do you have experience training or leading a customer service team?
Experience:
- Auto Glass: 3 years (Required)
- Sales management: 3 years (Required)
Work Location: Hybrid remote in Wheat Ridge, CO 80033
