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[Hiring] Glass Supervisor, Service Advising @Caliber Collision

February 23, 2026

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Oversee the day-to-day operations of the service advising team, ensuring efficient workflow and high-quality customer interactions.
Conduct training sessions for service advisors, focusing on skill enhancement, product knowledge, and customer service excellence.
Monitor team performance, provide constructive feedback, and implement strategies to improve productivity and service quality.
Directly engage with customers, providing expert advice on auto glass options, insurance claims, and addressing complex queries or issues.
Drive sales through effective team management, ensuring advisors are adept at identifying upselling opportunities and enhancing customer experiences.
Continuously assess and improve operational processes for increased efficiency and customer satisfaction.
Ensure all customer interactions and service deliveries meet the set quality standards and compliance requirements.
Regularly report on team performance, customer feedback, and operational metrics to higher management.
Handle escalated customer issues, resolving conflicts and managing crises effectively.
Stay updated with industry trends and market dynamics to inform team strategies and operational improvements.
Perform other duties to meet the needs of the business.

Qualifications

Proven leadership and team management skills.
Advanced knowledge of auto glass repair and replacement services.
Strong customer service, communication, and interpersonal skills.
Ability to mentor and motivate a team.
Proficient in multitasking, problem-solving, and decision-making.
Strong computer literacy and familiarity with industry-specific software.
Ability to effectively lead a team.
Ability to resolve complex issues within tight timeframes while maintaining procedural integrity.
Ability to determine course of action based on guidelines and to modify processes and methods as needed.
Strong computer skills in Microsoft Office.

Requirements

High school diploma or equivalent.
5-8 years in customer service, with specific experience in auto glass services preferred.
2-3 years prior supervisory or management experience in a similar role.

Physical Requirements

Ability to maintain a stationary position for extended periods of time, as the job primarily involves working at a desk.
Consistent operation of a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer, for most of the workday.
Proficient use of standard office equipment and technology, with a high degree of manual dexterity for typing and data entry.
Good visual acuity to view detailed information on a computer screen for extended periods.
Ability to effectively communicate with clients and team members via telephone, email, and video conferencing tools.

Work Environment

This is a remote position, requiring a quiet and distraction-free home office environment conducive to professional phone and video interactions.
Reliable high-speed internet connection and adequate power supply to support continuous computer and communication equipment usage.
Safe and ergonomically sound workspace setup to prevent strain or injury during prolonged computer use.
Flexibility to adapt to varying home-based work conditions and any changes in technology or software used for remote work.
Self-discipline and effective time-management skills to stay productive and meet deadlines in a less structured, home-based environment.
Regular virtual interaction with team members and management, requiring a proactive approach to communication and collaboration.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...