Service Manager

The Service Manager serves as the primary administrative support role for the service center, coordinating customer communication, parts management, and repair documentation. This position is responsible for ensuring the accurate and timely flow of information between customers, insurance carriers, technicians, vendors, and management while delivering exceptional customer service throughout the repair process.

  Customer Service & Communication

· Answer inbound customer calls and make outbound calls regarding repair status, scheduling, and follow-up.

· Serve as a primary point of contact for customers throughout the repair process.

· Address customer questions and concerns professionally and promptly.

· Maintain accurate customer records and documentation.

Estimating & Data Entry

· Create and update vehicle repair estimates using CCC ONE or other estimating platforms.

· Enter and maintain accurate repair order, customer, and vehicle information.

· Process estimate revisions, supplements, and documentation updates.

· Verify estimate accuracy and completeness before submission.

Parts Management

· Order parts from approved vendors according to repair requirements.

· Receive, inspect, and document incoming parts shipments.

· Coordinate with technicians and vendors to ensure parts availability.

· Track backorders, returns, and replacement parts as needed.

· Maintain accurate records of all parts transactions.

Administrative Support

· Maintain organized electronic and physical files related to repairs and claims.

· Prepare reports and documentation as requested by management.

· Support daily service center operations through administrative and clerical functions.

· Ensure compliance with company policies and procedures.

Qualifications Required

· High school diploma or equivalent.

· Minimum 2 years of administrative, customer service, or automotive industry experience.

· Strong computer and data entry skills.

· Excellent verbal and written communication skills.

· Ability to manage multiple priorities in a fast-paced environment.

· Strong organizational skills and attention to detail.

Preferred

· Experience in automotive repair, collision repair, or service operations.

· Working knowledge of CCC ONE estimating software.

· Experience working with insurance carriers and claim administration.

· Knowledge of vehicle repair processes and parts ordering procedures.

Knowledge, Skills & Abilities

· Exceptional customer service skills.

· Strong attention to detail and accuracy.

· Ability to prioritize tasks and meet deadlines.

· Professional telephone etiquette.

· Proficiency in Microsoft Office applications.

· Problem-solving and conflict-resolution skills.

· Ability to work independently and as part of a team.

Work Environment:

· Physical Setting: Automotive technical work is performed primarily in auto body shops, reconditioning centers, or dedicated paint prep areas. Depending on the facility, it may include both indoor and semi-outdoor workspaces with ventilation and dust-control systems.

· Noise & Safety: The environment includes moderate to high noise levels, exposure to dust, chemicals, and paint fumes. Proper safety equipment (PPE) such as respirators, gloves, and protective eyewear is required.

Physical requirements

· The role involves repetitive motion, standing, bending, and lifting (up to 50 lbs), and often working on tight deadlines.