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 washFlexible schedulingCareer growth opportunitiesCompetitive base pay plus commission opportunityEmployee recognitionOutdoor working environmentHealth, dental, vision and life insurance401k matchHSA and FSA plansPaid time off and holidaysParental 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 questionssuggesting information about other products and servicesassisting in Wash Club account managementprocessing product service changes or claimsprepare correspondences back to customers as well as internal to organizationfulfill 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 customerOpen, maintain and solve Customer Care tickets by recording issues and account information in ZendeskUsing 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 resolutionMaintain financial accounts by processing customer adjustments in appropriate POS (Point of Sale) systemHelp 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 needsIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships of trust through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolutionFollow communication procedures, guidelines and policiesLeverage scripts for email and phone conversations to properly represent the company voice and toneGo the extra mile to engage customersGreet each customer warmly and ascertain problem or reason for callingUtilize the LEAST model of Customer CareListen to ascertain the issueEmpathize with the customer, try to identify with how they feelApologize for what went wrongSolve the issueThank them for allowing us to assist themCancel, upgrade and manage Monthly accountsAssist with placement of orders, refunds, or level changes in accountsAdvise on company information where appropriateTake payment information and other pertinent information such as addresses and phone numbersAnswer questions about damage claims and escalate to the proper manager to bring to closureInform customer of deals and promotions where appropriateWork with Customer Care department manager to ensure proper Customer Care is being deliveredCompile reports on overall customer satisfaction as requested by Customer Care Department managerFlexibly handle changes in policies or renewalsPrioritize tickets effectively

Qualifications:

Proven customer support experience, ideally in the car wash industryStrong phone contact handling skills and active listeningStrong computer skillsFamiliar with Zendesk systems and workflowsCustomer focus and ability to adapt/respond to different types of customersExcellent communication and presentation skills both externally and internallyAbility to multi-task, prioritize and manage time effectivelyHigh school diploma or equivalent; college degree preferred

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Position Location:

Alabama

Compensation Range:

$15.10 - $27.00

Compensation Frequency:

Annual

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com