Customer Service Rep

2 days ago

Mansfield, Ohio, United States Ohio Car Wash Holdings Full time
Position Summary:

The Customer Service Representative plays a vital role in delivering exceptional support to customers across multiple car wash locations. This position is responsible for handling phone calls, responding to emails, addressing customer concerns, and resolving service issues in a timely and professional manner. The ideal candidate is friendly, detail-oriented, and able to manage a high volume of customer interactions while maintaining a positive attitude and commitment to service excellence.

Key Responsibilities:
  • Manage incoming and outgoing phone calls for customer concerns across all wash locations.
  • Respond to customer inquiries, complaints, and concerns via email with professionalism and clarity.
  • Troubleshoot issues and help resolve customer complaints in a timely manner.
  • Document customer interactions, feedback, and issues into internal systems for tracking and follow-up.
Additional Responsibilities:
  • Handle site-specific incoming phone calls and provide first-line support to customers.
  • Begin cross-training in CER (Customer Experience Report) determinations, CER audits, and PDRs (Property Damage Reports).
  • Support documentation and preliminary research to assist in resolving customer cases.
  • Perform other tasks as assigned by leadership to support departmental objectives.
Qualifications:
  • High school diploma or equivalent required.
  • 1–2 years of customer service experience preferred.
  • Strong communication, problem-solving, and organizational skills.
  • Comfortable with phone, email, and navigating software used to manage customer accounts, interactions, and track membership history.
  • Ability to manage multiple customer cases at once while maintaining accuracy and empathy.
  • Willingness to learn internal processes related to damage reports and fleet management.

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