Customer Care Specialist

2 weeks ago

Charlotte, United States Driven Brands Full time

Company:Take 5 Car Wash

Join our impressive Take 5 Car Wash team We're the world's largest car wash company with close to 400 sites in the United States and growing. Take 5 Car Wash is fast, friendly, and convenient. We are committed to being a great employer, we pride ourselves on putting people-our team members and guests-first.

Do you have an outgoing, positive attitude? Do you like to be a part of a something bigger than yourself? We're looking for people like you.

Start an exciting career with Take 5. We believe in promoting from within and welcome all backgrounds and experience levels. Learn with us while we invest in you.

Why You'll Love Working with Us:

  • Free weekly car wash
  • Flexible scheduling
  • Career growth opportunities
  • Competitive base pay plus commission opportunity
  • Employee recognition
  • Outdoor working environment
  • Health, dental, vision and life insurance
  • 401k match
  • HSA and FSA plans
  • Paid time off and holidays
  • Parental leave
JOB DESCRIPTION:

Responsibilities:

The Customer Care Specialist at DRIVEN BRANDS CAR WASH US delivers world-class customer care to each car wash customer that reaches out for help or support by:
  • answering product and service questions
  • suggesting information about other products and services
  • assisting in Wash Club account management
  • processing product service changes or claims
  • prepare correspondences back to customers as well as internal to organization
  • fulfill customer needs to ensure customer satisfaction
Customer Care Specialists are key members of the team that strives to resolve any issues with our car wash customers to maintain and improve long-term relationships with DRIVEN BRANDS CAR WASH's regional brands in the U.S.

The ideal Customer Care Specialist is a consumer-first nerd at heart and loves helping customers resolve issues in such a way they become advocates for the regional car washes where they are served. They also embrace technology as an enabler to provide real time, unmatched service to our car wash customers. Customer Care Specialists have a strong team-member mindset for sharing information across the organization to implement efficient customer case service and issue resolution.

What the Customer Care Specialist will be doing:
  • Being the voice of the customer to the company and the voice of the company to the customer
  • Open, maintain and solve Customer Care tickets by recording issues and account information in Zendesk
  • Using computer technology. manage large amounts of incoming emails and calls in a timely manner
  • Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments in appropriate POS (Point of Sale) system
  • Help cut down on Monthly Membership churn by offering alternative options to maintain the monthly membership or at the very least an ongoing relationship through a pay as you go account
  • Recommend potential new products or services to Customer Care Department Manager by collecting customer information and analyzing customer needs
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Leverage scripts for email and phone conversations to properly represent the company voice and tone
  • Go the extra mile to engage customers
  • Greet each customer warmly and ascertain problem or reason for calling
  • Utilize the LEAST model of Customer Care
    • Listen to ascertain the issue
    • Empathize with the customer, try to identify with how they feel
    • Apologize for what went wrong
    • Solve the issue
    • Thank them for allowing us to assist them
  • Cancel, upgrade and manage Monthly accounts
  • Assist with placement of orders, refunds, or level changes in accounts
  • Advise on company information where appropriate
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Answer questions about damage claims and escalate to the proper manager to bring to closure
  • Inform customer of deals and promotions where appropriate
  • Work with Customer Care department manager to ensure proper Customer Care is being delivered
  • Compile reports on overall customer satisfaction as requested by Customer Care Department manager
  • Flexibly handle changes in policies or renewals
  • Prioritize tickets effectively
Qualifications:
  • Proven customer support experience, ideally in the car wash industry
  • Strong phone contact handling skills and active listening
  • Strong computer skills
  • Familiar with Zendesk systems and workflows
  • Customer focus and ability to adapt/respond to different types of customers
  • 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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