Customer Service Support

Job Description

This is a remote position.

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

Independent Contractor Perks

ZR_27773_JOB

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