About the Company:
Colorado Car Works is an Auto Body Repair Shop located in Lakewood, CO. We are an accommodating and welcoming establishment that prioritizes the satisfaction of both our personnel and customers. We believe in fostering an environment that encourages productivity and a positive customer experience. Our commitment to providing excellent service is reflected in our impressive 4.9-star rating.
About the Opportunity:
The Office Operations Manager plays a critical leadership role in ensuring the smooth and efficient operation of the front office in a fast-paced auto body repair shop. This individual is responsible for managing front-end workflow, supervising administrative staff, leading customer communication, and coordinating insurance, scheduling, and parts-related functions. The Office Operations Manager helps drive customer satisfaction, operational efficiency, and compliance with internal and external standards.
Responsibilities:
Team Supervision & Office Leadership:
Supervise and support front office and administrative staff; delegate and follow up on daily responsibilities.
Provide onboarding, training, and ongoing coaching to front office employees.
Monitor office KPIs and enforce best practices in communication, documentation, and customer service.
Address performance issues promptly and professionally.
Customer Experience Management:
Ensure customers are greeted professionally and kept informed throughout the repair process.
Oversee the scheduling of estimates, repairs, and drop-offs with a focus on efficiency and shop capacity.
Handle escalated customer concerns with empathy and timely resolution.
Collect and analyze customer feedback to identify improvement areas.
Insurance & Claims Coordination:
Manage the claims process from start to finish, including CCC updates, assignment follow-ups, and insurer communication.
Ensure proper documentation of AMFAM assignments: 3 contact attempts logged in CCC, with follow-up scheduling.
Coordinate DRP compliance, insurance scorecards, and performance reporting.
Administrative Oversight:
Oversee maintenance of accurate job files, estimates, invoices, and authorization forms.
Monitor and follow up on outstanding estimates, warranty work, and accounts receivable.
Manage business email inbox and ensure timely replies to customer and vendor inquiries.
Prepare internal reports as needed (e.g., sales, labor efficiency, revenue tracking).
Parts & Check-In Process:
Supervise parts ordering, storage, returns, and invoicing accuracy in CCC.
Help coordinate vehicle check-ins, including walk-arounds, scanning, photo documentation, and job file setup.
Ensure parts deliveries are verified, organized, and tracked properly.
Check-Out & Final Delivery:
Oversee vehicle check-out, ensuring repairs are reviewed with the customer and final invoices are processed.
Ensure keys, warranty paperwork, and closing documentation are delivered professionally.
Qualifications:
3+ years of management experience required (automotive industry preferred).
Supervisory or team lead experience required.
Strong working knowledge of CCC ONE or similar estimating/job management software.
Exceptional organizational skills and attention to detail.
Excellent verbal and written communication skills; bilingual English/Spanish highly preferred.
Proficient with Google Workspace (Docs, Sheets, Calendar).
Problem-solving mindset with the ability to adapt in a fast-paced environment.
Physical & Work Environment Requirements:
Ability to lift up to 25 lbs. and assist with vehicle check-in tasks as needed.
Comfortable working in a shop environment with exposure to dust, noise, and vehicle traffic.
Compensation & Benefits:
$55,000 - $75,000 based on experience.
Health, dental, and vision insurance.
Paid time off and holidays.
401(k) retirement plan.
Ongoing training and career development opportunities.