CSR - Commercial Glass Company

Customer Service Representative (CSR)

Service Division – S. Albert Glass Company
Full-Time | Structured | Fast-Paced Team Environment

About the Role:

S. Albert Glass is hiring a Customer Service Representative (CSR) to support our Service Division.

This role is not traditional intake-heavy customer service. We utilize a call center for incoming calls, and we have an internal Admin CSR who handles initial intake and ticket creation.

Your primary role will be supporting 2–3 Sales Estimators, helping them move jobs from quote to completion efficiently and accurately.

If you are organized, detail-oriented, and thrive in a structured, fast-moving environment—this is a strong opportunity.

What Our Sales Team Does:

Our Sales Estimators are responsible for:

• Reviewing service requests and site conditions
• Working with vendors to obtain material pricing and lead times
• Building quotes for glass and door repairs/replacements
• Coordinating technical details for each job

Your role is to support that process, keep everything organized, and ensure nothing slips.

What You’ll Be Doing:

• Support 2–3 Sales Estimators with active jobs and quotes
• Send quotes, follow-ups, and job updates to customers
• Communicate with vendors to request and track pricing
• Organize job documentation (photos, vendor quotes, invoices)
• Maintain clean, organized email threads (REPLY ALL is key)
• Track job progress from quoting through scheduling and completion
• Assist with coordination between sales, scheduling, and field teams
• Manage multiple jobs at once while staying accurate and responsive

How We Work (What Makes Us Different):

• Call center + Admin CSR handle intake—your focus is execution and support
• Custom AI tools and internal systems to make your job easier
• Proven email templates, keyboard macros, and structured workflows
• Strong culture of efficiency—we are always improving and streamlining
• Clear, systematic approach to handling jobs—no chaos
• Heavy reliance on email for tracking and communication

We operate with structure, systems, and accountability.

What We’re Looking For:

• Strong communication skills (especially email)
• Highly organized and detail-oriented
• Able to manage multiple priorities in a fast-paced environment
• Proactive and able to think ahead
• Reliable, consistent, and accountable
• Team player who supports others and keeps things moving

Preferred (Not Required):

• Experience in construction, service industry, or trades
• Experience with work order systems, CRM tools, or scheduling platforms
• Familiarity with vendor portals (ServiceChannel, Corrigo, etc.)

About S. Albert Glass:

We are a family-run company with active leadership and a strong, long-term team. Many of our employees have been with us for years.

Our Service Division is built on clear systems, strong communication, and efficiency. We value people who take ownership of their work and want to be part of a structured, reliable operation.

Why This Role Works:

• Clear responsibilities and structured workflow
• Strong team support (you are not handling everything alone)
• Opportunity to grow within the company
• Fast-moving environment that keeps you engaged

Apply If:

You are organized, responsive, and take pride in staying on top of everything. You like supporting a team, keeping things moving, and working within a system that’s built to work.

About S. Albert Glass:

We are a family-run company with active, hands-on leadership and a strong, long-term team. Many of our employees have been with us for years, which reflects the kind of stable, team-oriented environment we’ve built.

Our Service Division focuses on commercial glass and door service work—everything from broken glass replacements and door repairs to more complex storefront and specialty glass projects. We work with property managers, general contractors, and corporate clients, often handling time-sensitive requests where responsiveness and accuracy matter.

Our operation is built around clear systems, strong communication, and efficiency. We utilize structured workflows, internal tools, and defined processes to keep a high volume of jobs organized and moving. We rely heavily on email-based communication to maintain accuracy and visibility across all parties involved.

We value people who take ownership of their work, stay organized, and want to be part of a structured, reliable operation where consistency and follow-through are key.

EXAMPLE AGENT
SAG Operations Intelligence Agent email component:
What it does
Monitors your Microsoft 365 inbox and automatically reads, classifies, and acts on incoming emails — so you spend less time triaging and more time executing.
Core functions

Intake classification — Tags emails by type (new inquiry, PO received, schedule change, vendor reply, complaint, etc.) the moment they arrive
Thread reconstruction — Groups fragmented email chains by project/job so you see the full picture, not scattered messages
Quote follow-up — Tracks sent quotes and nudges you (or auto-drafts a follow-up) when a prospect goes quiet past a set window
PO tracking — Flags when a PO arrives, extracts key details (job name, amount, due date), and logs it
Schedule readiness alerts — Cross-references incoming emails against open jobs to flag when all pieces (permits, crane, traffic control, materials) are confirmed
Draft generation — Uses your PhraseExpress macros + past email examples (your training mailbox) to draft replies in your voice

How it's wired together
Microsoft 365 inbox
↓
Make (trigger on new email)
↓
Claude / Azure OpenAI (classify + extract + draft)
↓
Action: log to tracker / send draft / fire alert
Training layer
Your labeled mailbox (GOOD:, FIX:, EDGE: prefixes) feeds examples back in so the agent gets sharper over time on SAG-specific language and situations.
Bottom line: It's essentially a smart dispatcher sitting inside your inbox — reading everything, routing what matters, drafting responses, and keeping your job pipeline visible without you having to chase it.