06/18/2026
CALL CENTER REPRESENTATIVE – GLASS DOCTOR OF CENTRAL NEW YORK
Syracuse, NY | Full-Time | In-Office
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ABOUT US
Glass Doctor of Central New York is a trusted, locally operated franchise of one of North America's leading glass service companies. We serve residential and commercial customers across the greater Syracuse area with expert auto glass repair and replacement, home window and door glass services, and storefront glass solutions. We are a team-first workplace where quality, reliability, and customer care are at the heart of everything we do.
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POSITION SUMMARY
We are looking for a motivated, customer-focused Call Center Representative to join our in-office team in Syracuse. This is a front-line role — you will be the first voice our customers hear, responsible for scheduling, quoting, and delivering an exceptional experience from the very first call. The ideal candidate brings a background in glass, auto, or home services and thrives in a fast-paced, team-oriented environment.
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KEY RESPONSIBILITIES
Answer inbound calls promptly and professionally for auto glass, residential, and commercial glass services
Schedule service appointments and coordinate with field technicians to optimize daily routes
Provide accurate quotes for windshield repair/replacement, window glass, door glass, and other services
Process insurance claims for auto glass, working with major carriers (Safelite, Lynx, etc.)
Follow up on estimates, appointments, and customer satisfaction calls
Accurately enter and maintain customer and job data in the scheduling/CRM system
Handle customer concerns with professionalism, empathy, and a focus on resolution
Upsell and cross-sell services where appropriate (e.g., chip repair vs. full replacement)
Support team members and assist with general office tasks as needed
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PREFERRED EXPERIENCE
Candidates with the following backgrounds will receive priority consideration:
★ GLASS INDUSTRY (Highest Preference)
Auto glass shop customer service advisor or CSR
Glass fabrication or glazing company
Safelite, Glass America, or similar brand
Insurance glass billing experience
★ AUTO SERVICES
Auto dealership service desk
Auto repair shop dispatch or scheduling
Auto insurance claims processing
Fleet or rental company customer service
★ HOME SERVICES
Home repair or remodeling scheduling
HVAC, plumbing, or electrical dispatch
Home warranty call center
Window or door installation CSR
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MINIMUM QUALIFICATIONS
High school diploma or GED required; associate's or bachelor's degree a plus
1+ year of experience in a customer service, call center, or office role
Strong telephone communication skills — clear, friendly, and professional
Proficient with computers; comfortable learning scheduling and quoting software
Ability to multitask, prioritize, and stay organized in a busy call environment
Reliable, punctual, and committed to in-office attendance
Positive attitude and genuine desire to help customers solve problems
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WHAT WE OFFER
Competitive hourly pay
Performance bonuses
Health insurance options
Paid time off and holidays
Stable, year-round employment
Training and career growth opportunities
Friendly, team-oriented workplace
Employee discounts on glass services
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SCHEDULE & WORK ENVIRONMENT
Monday – Friday, standard business hours
Full-time, in-office position — no remote or hybrid option for this role
Located in the Syracuse, NY metro area
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