Customer Success Specialist

Description

The Customer Success Specialist serves as the frontline representative for Autowash. Specialists handle customer calls, texts, and chat inquiries while following structured logic flows and scripts.

Their primary function is to help customers quickly and clearly—providing accurate answers while guiding members through common issues. Specialists support automated flows by using automated tools correctly and ensuring every customer interaction is documented cleanly and consistently.

• Respond to incoming SMS, text, and phone calls.
• Use approved scripts, logic flows, and troubleshooting guides.
• Provide friendly, concise, and accurate information.

• Resolve common issues independently (billing updates, app setup, access issues).
• Identify when to elevate complex cases to Team Leads or Operations.
• Trigger next-step cadences when appropriate.

• Properly tag all conversations (intent + outcome).
• Document customer concerns and resolutions with clarity.
• Maintain data accuracy for CRM and reporting.

• Completes outbound calls and texts for support, usage follow-ups, billing issues, and membership updates and sale.
• Helps customers set up their membership correctly
• Provides simple explanations of plan options to guide customers to the right fit.
• Supports churn prevention through quick troubleshooting.
• Documents all outbound interactions with clear tags and notes.

• SMS & call response time SLAs met
• First Contact Resolution targets achieved
• Save rates for cancellation-path interactions
• Tagging accuracy = 95%
• Positive customer sentiment (CSAT targets met)
• Accurate documentation and follow-through

Specialists can pursue advancement to Team Lead roles or move into specialized functions (training, QA, or automation management) as they demonstrate competency, consistency, and positive performance trends.

• Must have the ability to prioritize and work independently with minimal direct supervision
• Must have excellent communication, customer service and problem-solving skills.
• Must be competent in writing, reading, and speaking effectively with customers demonstrated through observations, orientation reviews, and quarterly reviews.
• Must be competent in writing, reading, and speaking effectively with AW team as demonstrated through observations, effective use of TEAMS protocols, and supervisor notes.

• Regularly required to sit, walk, stand, bend, and/or lift
• Regularly required to talk or listen.
• Regularly required to use a computer, computer screen and type.
• Sometimes required to lift heavy packages (20 pounds or greater).

• Computer skills required:
  Microsoft Office, Social Networking, Email communication
• Minimum Desired
  
  Education:
  
  Some college, (communications, marketing or business preferred)
• Minimum Desired
  
  Experience:
  
  1 year
• Preferred Experience:
  
  customer service, marketing, or administrative work preferred
• Professional Associations: none