Customer Success Representative

Description

The Customer Success Representative serves as the frontline representative for Autowash. They handle customer calls, texts, chat inquiries, and other omni-channel systems while following structured logic flows and scripts.

• 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.
• 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.

At Autowash, we value a supportive, hands-on team environment where people work side‑by‑side to solve problems and keep our operations running smoothly. Because of this, remote or hybrid work is not available for this position. This is an in‑person role, operating Sunday through Thursday, 9 am to 6 pm.

• 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.