In many ways, customer service representatives (CSRs) are the heart of any auto glass company. They are the first people a customer talks to and can make or break a company’s image and its bottom line. They take calls, answer customer questions and schedule auto glass repair and replacement appointments. It’s time for their moment in the spotlight. Don’t miss the inaugural CSR Competition Finals to be held 8:00 a.m. – 9:00 a.m. on Friday, October 6 at Auto Glass Week™.
Four CSR finalists will compete, earning the chance to win $2,500 and bragging rights as the “Best Auto Glass Customer Service Representative in the World” during Friday’s Closing Awards Party. Listen in as judges ask basic price questions and put these CSRs through a test of their mettle. Watch and learn as CSRs stand up under the pressure of direct questions (some more difficult than others) and as our judges educate the audience with real-life, real-time lessons on what makes the best. And watch as one CSR is named the best in the world—and goes home with $2,500 prize to boot. 
The finalists are:
Michael Graves
Henderson Glass, Wyoming, Mich.
Michael holds 13 years of experience as a customer service representative. He serves at Henderson Glass in Wyoming, Mich. Graves is married to Jennifer, and he has three children.
LeAnn Lawrence
Glasspro Inc., Mt. Pleasant, SC
LeAnn Lawrence is a veteran customer service representative of 34 years. She serves at Glasspro’s Mt. Pleasant location in South Carolina. She has undergone Betaseals Adhesive training and Excel Level 1. Leann is married to James and has four children.
Jessica Rich
Auto Glass America, Scottsdale, Ariz.
Jessica Rich is the senior customer service representative for Auto Glass America, LLC., with corporate offices based in Scottsdale, Ariz. She has more than 15 years of experience in customer service with seven years specifically in the auto glass industry. Rich was employee of the year in 2016. Her most recent accomplishments, outside of work, are obtaining multiple levels of leadership and communication training.
Rose Williams
Mel’s Auto Glass, Crescent Springs, Ky.
Rose Williams is a customer service representative at Mel’s Auto Glass in Crescent Springs, Ky. She describes Mel’s as a very reputable company that has been a major influence on the glass industry for the past 30 years. Williams has 37 years of experience in this business. She has attended several classes on urethane cure time, windshield repairs, recalibration, EDI billing, etc. Williams has been happily married for 37 years to her husband, Daniel. She has three adult children and three grandchildren.
The judges will include David Taylor, retired, Cindy Rowe Auto Glass; Nancy Friedman of The Telephone Doctor; and Joel Timmons of Profitable Glass Solutions.
Auto Glass Week will be held October 4-6 at the Palm Beach County Convention Center in West Palm Beach, Fla. All educational seminars are tentative and subject to change. To view full descriptions and further details, please click here. Onsite registration is available in the foyer of Hall A in the Palm Beach County Convention Center in West Palm Beach, Fla. For more information on Auto Glass Week, visit autoglassweek.com or follow us on Facebook.
