Schedule will depend on the client must be available Monday – Sunday; 8-5, 9-6, 11-8 EST
As a Customer Care Specialist, you have a consumer-first mentality. You love helping customers resolve issues in such a way they become advocates for the car washes. You embrace technology as an enabler to provide real-time, unmatched service to our car wash customers. You have a strong team-member mindset for sharing information across the organization to implement efficient customer care service and issue resolution.
Responsibilities
Open and maintain customer accounts by recording account information, and ensuring the customer understands the benefits of their memberships
Manage incoming emails, web chats, tickets and phone calls; provide clear communication back to the customer, sites manager or internal support team, as needed
Handle complaints, identify and assess customers’ needs, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution to achieve customer satisfaction
Greet customers warmly, and resolve complaints via phone, email, mail, or social media in a kind manner, go the extra mile for the customer
Process cancelations, upgrades, downgrades, refunds and chargebacks in a timely manner
Persuade customer to reconsider cancellation and inform customers of deals and promotions
Actively participate in enhancing the Customer Care processes and procedures
Requirements
1-2 years customer support experience, ideally in the car wash industry
1+ year of customer service or call center experience (phone-based support preferred)
Strong phone contact handling skills and active listening
Strong computer skills with the ability to learn new programs quickly
Customer focus and ability to adapt/respond to different types of customers using various communication methods
Excellent communication and presentation skills both externally and internally
Ability to multi-task, prioritize and manage time effectively
High school diploma or equivalent; college degree preferred
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