Customer Advocate - job 1 of 7

As a Customer Advocate at Safelite, you will manage a variety of responsibilities, including greeting customers in-shop, handling inquiries via phone and email, and creatively resolving customer concerns. Your role will involve scheduling, managing work orders, invoicing, and ensuring all operational processes run smoothly. Moreover, you will assist with insurance verification and handling special account orders.

To apply for the Customer Advocate position at Safelite, you need a High School Diploma or GED. Additionally, having 1-3 years of experience in telephone operations or business administration is preferred. The role requires excellent customer service skills and the ability to work under pressure in a fast-paced environment.

As a Customer Advocate at Safelite, you can expect a comprehensive benefits package valued at over $10,000. This includes competitive weekly pay, a 401(k) plan with company matching, customized medical coverage options, paid time off, and even up to $5,250 annually in tuition reimbursement. These benefits help ensure a balanced work and personal life.

At Safelite, inclusivity and diversity are core values. The company actively promotes a diverse workforce and welcomes individuals from all backgrounds. They are committed to creating an inclusive environment where everyone feels valued and has the opportunity to grow and contribute to the team's success.

While specific hours may vary, Customer Advocates at Safelite generally work during standard business hours. Being adaptable is key, as the role may occasionally require flexibility to meet business needs or customer demands, particularly in a fast-paced environment.

To handle a dissatisfied customer, calmly listen to their concerns, empathize with their situation, and assure them that you will work to resolve the issue. Offer creative solutions and follow up to ensure they are satisfied with the outcome.

Effective prioritization comes from assessing urgency and importance. List tasks, categorize them, and focus first on those that directly impact customer satisfaction or organizational efficiency, adjusting throughout the day as needed.

Share a specific example where you noticed a customer's unmet need and took initiative to address it, leading to a positive outcome. Highlight your creativity, persistence, and focus on customer satisfaction.

Mention any relevant software or systems you have used, emphasizing your willingness to learn and adapt to Safelite’s systems. Focus on your ability to quickly pick up new tools that manage work orders and customer inquiries.

In high-stress situations, I remain calm and focused. I practice active listening, ensure I fully understand the customer's needs, and maintain a solution-oriented mindset to deliver the best service possible.

Excellent customer service means meeting and exceeding customer expectations through attentive communication, genuine empathy, and effective problem-solving to create a memorable experience.

I utilize a combination of digital tools and methods such as task lists and calendars to keep track of inquiries. Prioritization and time management skills are key to successfully handling multiple responsibilities efficiently.

I would assess each situation's urgency and impact, communicate clearly with customers about timelines, and update them as necessary. It’s important to set realistic expectations while finding solutions.

Convey your admiration for Safelite’s commitment to quality service and inclusivity. Share your passion for customer service and how you believe your skills align with the values and mission of the company.

I commit to continuous learning by following industry news, engaging in professional development, and utilizing Safelite’s training resources to stay informed about new services and technologies.