Office Representative

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.