Customer Success Representative

Job Description

Description:

As the liaison between our company and its current and potential customers, the Autowash Customer Success Representative should embody the mission, vision, and values of Autowash Management LLC. You are expected to be friendly, service-forward, and knowledgeable to effectively solve customer issues, complaints, and inquiries. As an Autowash CSR, you are ready to answer and consistently have a smile on the other side of the phone – keeping customer satisfaction at the core of every decision and behavior.

Responsibilities:

Manage inbound and outbound calls for car wash customers and members in a timely manner

Follow communication “scripts” when handling different topics

Identify customers’ needs, clarify information through questioning, research issues, and provide solutions and/or alternatives

Seize opportunities to upsell products and membership services through customer education

Build sustainable relationships and engage customers going taking the extra mile

Keep accurate notes and records of all conversations in our call center database in a comprehensible way

Frequently broadens knowledge base and performance skill levels through team knowledge and educational events

Meet personal/team qualitative and quantitative targets

Job Description

Position Title: Customer Service Representative Reports to: Office Manager

Starting Pay: $18.00/hour Pay Range: $18.00 - $25 /hour

Requirements:

Accountabilities:

Must have the ability to prioritize and work independently with minimal direct supervision

Must have excellent communication, customer service and problem-solving skills.

Must be competent in writing, reading, and speaking effectively with customers demonstrated through observations, orientation reviews, and quarterly reviews.

Must be competent in writing, reading, and speaking effectively with AW team as demonstrated through observations, effective use of TEAMS protocols, and supervisor notes.

Physical Demands:

Regularly required to sit, walk, stand, bend, and/or lift

Regularly required to talk or listen.

Regularly required to use a computer, computer screen and type.

Sometimes required to lift heavy packages (20 pounds or greater).

Minimum Qualifications:

Computer skills required: Microsoft Office, Social Networking, Email communication

Minimum Desired Education: Some college, (communications, marketing or business preferred)

Minimum Desired Experience: 1 year

Preferred Experience: customer service, marketing, or administrative work preferred

Professional Associations: none