Position Summary

We are seeking a dependable, professional, and detail-oriented Office Representative to support the daily operations of our impound facility and auto glass repair shop. This is an in-office position that requires strong customer service skills, automotive knowledge, attention to detail, and the ability to manage multiple responsibilities in a fast-paced environment.

The Office Representative will interact with customers, vehicle owners, law enforcement agencies, insurance companies, vendors, and other business partners. Because this position regularly handles impound-related matters, some interactions may involve customers who are upset, frustrated, or irate. Employees are expected to remain calm, professional, level-headed, and respectful at all times, while consistently following company policies and procedures.

Minimum Qualifications

Applicants must meet the following minimum requirements:

Minimum 2 years of automotive industry experience
Minimum 1 year of office, administrative, or customer service experience
Must be able to pass a background check
Strong verbal and written communication skills
Strong organizational and multitasking abilities
Basic computer and data-entry proficiency
Ability to accurately handle payments, invoices, customer information, and other business records
Ability to work effectively in a fast-paced environment with frequent interruptions
Ability to communicate professionally with customers, law enforcement, insurance representatives, vendors, and coworkers
Ability to maintain confidentiality when handling customer, vehicle, insurance, and company information
Dependable attendance and punctuality are required

Auto Glass Responsibilities

The Office Representative will assist with the administrative and customer-service functions of the auto glass repair operation. Responsibilities include, but are not limited to:

Answering customer inquiries regarding auto glass repair and replacement services
Gathering accurate vehicle and customer information
Preparing quotes and estimates for auto glass services
Scheduling and coordinating customer appointments
Ordering glass, moldings, clips, adhesives, and other necessary parts and materials
Verifying that the correct parts have been ordered for each scheduled job
Communicating with vendors regarding orders, availability, pricing, returns, and damaged or incorrect parts
Tracking and maintaining accurate inventory records
Monitoring incoming and outgoing inventory
Collecting and accurately processing customer payments
Preparing invoices, receipts, and other required documentation
Communicating appointment information and job status with customers and technicians
Assisting with warranty, insurance, and billing information when applicable
Maintaining accurate records for completed and scheduled work
Following established company procedures for ordering, scheduling, billing, inventory, and customer service

Impound Facility Responsibilities

The Office Representative will also assist with the administrative and customer-facing operations of the company's impound facility. Accuracy, professionalism, and strict adherence to company procedures are essential.

Responsibilities include, but are not limited to:

Entering complete and accurate information into each towing and impound job
Reviewing vehicle, owner, tow, and storage information for accuracy
Maintaining organized and accurate impound records
Calculating and processing appropriate towing, storage, administrative, and other authorized charges
Preparing billing and required documentation
Preparing and processing certified letters and required notices to registered vehicle owners and other applicable parties
Communicating professionally with law enforcement agencies regarding impounded vehicles and related documentation
Communicating with insurance companies regarding vehicle status, documentation, releases, and other authorized matters
Verifying required identification, ownership documentation, releases, and other paperwork before releasing a vehicle
Collecting and accurately processing the proper payments associated with impounded vehicles
Providing receipts and maintaining accurate payment records
Explaining company procedures to vehicle owners and other authorized parties in a professional manner
Protecting confidential customer, vehicle, law enforcement, and insurance information
Following all company policies and procedures regarding vehicle releases, payments, documentation, and access to the impound facility
Referring unusual circumstances, disputes, or situations outside established procedures to management

Customer Service & Professional Conduct

This position involves frequent interaction with the public. Due to the nature of towing and impound operations, employees may occasionally encounter customers who are angry, frustrated, confrontational, or otherwise difficult.

The Office Representative is expected to:

Remain calm and level-headed during difficult interactions
Maintain a professional tone and demeanor
Avoid arguing with or escalating confrontations with customers
Clearly and consistently communicate company policies and procedures
Exercise good judgment when handling sensitive situations
Refer situations to management when they cannot be appropriately resolved within established procedures
Treat all customers and business partners professionally and respectfully
Never make exceptions to company policies without proper authorization

Accuracy & Attention to Detail

Accurate documentation is a critical part of this position. Employees are responsible for ensuring that customer information, vehicle information, billing, payments, inventory, parts orders, appointments, and impound records are entered and maintained correctly.

The Office Representative must be comfortable reviewing information for accuracy, correcting errors when discovered, and asking questions when information or instructions are unclear rather than making assumptions.

Work Environment

This is a fast-paced, in-office position that requires the ability to manage multiple tasks and priorities throughout the workday. Employees may be required to answer phones, assist customers at the counter, communicate with law enforcement or insurance companies, process payments, schedule appointments, order parts, and complete administrative work within the same period.

The successful candidate must be able to stay organized, prioritize responsibilities, communicate effectively with coworkers, and maintain accuracy even during busy periods.

Additional Responsibilities

The responsibilities listed in this job description represent the primary duties of the position but are not intended to be all-inclusive.

Additional responsibilities, procedures, and job expectations will be discussed throughout the hiring process and during training. Employees may be assigned other reasonable duties related to office operations, customer service, auto glass operations, towing and impound administration, and general business needs.

As procedures and business needs change, employees will be expected to learn and follow updated company policies, processes, and responsibilities.

Betts Garage

Office Representative

About the Job