Customer Care Specialist II
6 days ago
Tagg-N-Go Car Wash is looking for a Tier II Customer Care Specialist to play a vital role on our Customer Care Team.
In this position, you'll support guests through phone, email, text, and chat-resolving inquiries, managing concerns, assisting with account needs, and partnering with our site teams to ensure a seamless and positive experience. This role is perfect for someone who thrives in a fast-paced environment and loves turning challenges into exceptional customer moments.
Be part of a team where your impact goes far beyond daily tasks-your work helps build loyalty, boost satisfaction, and support our company's growth. We're a people-focused business that just happens to wash cars, and together, we make every day shine. Ready to make a difference? Let's do this
Requirements
Why You'll Love It Here
- A Customer-Centric Role with Real Impact
You'll play a vital role in guest satisfaction, retention, and brand loyalty-your work directly shapes how guests feel about Tagg-N-Go. - Competitive Pay: Base pay: $19-$21 per hour (DOE). Bilingual pay differential: Employees who demonstrate Spanish proficiency and use it in their role may earn an additional $1/hour.
- Growth Opportunities: Leadership development, career advancement paths, and ongoing learning opportunities.
- Comprehensive Benefits: Paid Time Off (PTO), Health Insurance, Employee Assistance Program (EAP), Dental, Vision, Health Savings Account (HSA), Matching 401(k), Free Car Wash Pass for two household vehicles, and Tuition Reimbursement after 6 months.
Guest Support Across All Channels
Deliver high-quality support across multiple platforms-fast, friendly, and accurate:
- Phone Support (Inbound & Outbound): Answer and place follow-up calls, resolve concerns, and document outcomes.
- Support Tickets: Categorize, resolve, and close tickets promptly with proper detail.
- Email Support: Respond with professionalism, clarity, and accuracy to service, billing, and membership inquiries.
- Text Messaging Support: Provide quick, helpful responses to guests through SMS.
- Special Projects: Assist with saving footage for incidents, supporting fleet/business accounts, and other assigned initiatives.
Membership & Account Management
- Support passholders with billing questions, plan changes, cancellations, and account troubleshooting.
- Investigate account history across systems to resolve discrepancies.
- Proactively identify recurring account issues and recommend process improvements.
- Monitor and respond to online guest reviews (e.g., Google).
- Resolve concerns quickly and professionally to protect and elevate brand reputation.
- Share review trends with leadership to support service improvements.
- Assist business customers with wash card programs, billing concerns, and account setup.
- Coordinate with internal partners (Fleet Account Manager, Operations Leaders) to ensure smooth experiences.
- Support dealership and fleet partners with professionalism and reliability.
- Locate, save, and document camera footage for damage claims, disputes, and escalations.
- Support initiatives like system migrations, new tool rollouts, training content creation, and process improvements.
- Partner cross-functionally with operations, support, and technology teams.
- De-escalate challenging guest situations confidently and calmly.
- Provide feedback and recommendations to leadership to reduce risk and improve service quality.
- Periodically work on-site to understand operations and guest flow.
- Support site teams during process changes.
- Must be able to stand for extended periods as needed.
- 1-3 years of customer service experience in a fast-paced environment.
- Multi-channel support experience (phone, email, ticketing, SMS) preferred.
- Strong conflict-resolution, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication abilities.
- Ability to remain calm and solutions-focused under pressure.
- Quick learner-comfortable navigating new apps, systems, and workflows.
- Full-Time Preferred, Non-Exempt
- In-office position
- Occasional on-site work required
- Ability to lift, carry, push, or pull up to 25 pounds
- Close vision required
- Availability for occasional Saturday shifts as part of a rotating schedule
Ready to Join Us?
Apply today and be part of a team where your work truly matters. You'll be supported, challenged, and given opportunities to grow-while helping guests and site teams have the best experience possible at Tagg-N-Go.
Salary Description
$19 - $21
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