The Customer Experience Associate is responsible for interacting with the company's internal and external customers by addressing inquiries and resolving complaints.
Key Duties and Responsibilities:
- Interacts with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customers' problems and concerns. ● Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Calling declined accounts to update their payment information.
- Performs other related duties as assigned.
- Additional duties as assigned.
Essential:
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
Desirable:
- Proven understanding of Express Wash models and car wash operations and best practices
- Understanding of pricing, subscription models, promotions, and developing awareness in new markets
Education and Experience:
- High school diploma or equivalent.
- Customer service experience required.
Benefits:
- PTO, Holiday Pay, Health Benefits, 401k with employer match, Free Wash benefit, and more.
