Customer Success Representative

Overview

Description

As the liaison between our company and its current and potential customers, the Autowash Customer Success Representative should embody the mission, vision, and values of Autowash Management LLC. You are expected to be friendly, service-forward, and knowledgeable to effectively solve customer issues, complaints, and inquiries.

As an Autowash CSR, you must be ready to answer all customer needs, continually approaching the customer and the company with a positive mindset, and consistently have a smile on the other side of the phone – keeping customer satisfaction at the core of every decision and behavior.

• 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 escalate 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.
• Use AI responses as intended.
• Override AI only when needed or when escalation is required.
• Report system issues or script gaps.
• Completes outbound calls and texts for support, usage follow-ups, billing issues, and membership updates and sales.
• 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.

• 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