Customer Service Advisor

Customer Service Advisor

The Customer Service Advisor (CSA) at Spotless Brands is the first point of contact for guests and plays a critical role in delivering a best-in-class customer experience. This position is ideal for sales- and service-oriented individuals who thrive in fast-paced environments, enjoy connecting with people, and are passionate about helping customers choose services that best meet their needs. The Customer Service Advisor will engage directly with customers at car wash and/or lube center entry points such as at the kiosk to educate customers on available services, overcome objections, and drive membership and package sales.

Essential functions include greeting every customer with enthusiasm and a warm, welcoming attitude at the point of entry (kiosk, tunnel entrance, or other customer touchpoints); identifying customer needs through open-ended questions and active listening; educating customers on available wash and detail packages, highlighting features, benefits, and value; educating customers on available lube/car preventative maintenance packages, highlighting features, benefits, and value (select lube center locations only);

promoting and selling memberships, including Fast Pass and Unlimited programs; presenting and explaining current promotions and incentives to encourage additional purchases; assisting customers with payment transactions at the kiosk and answering general inquiries; overcoming objections with professionalism and empathy to guide customers to the best solutions; maintaining a clean, safe, and organized work area, and reporting any safety or maintenance concerns;

collaborating with site team members to ensure smooth and efficient site operations including all necessary duties- varies by business needs; performing routine cleaning and maintenance tasks including but not limited to pit cleaning, vacuum bag/station cleaning, tunnel upkeep, dumpster cleaning, and removal of debris, to ensure a safe, clean, and operational car wash environment; performing duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep;

and performing other duties as assigned to support the team and site performance.

Education and experience preferred include a high school diploma or equivalent, prior customer service or sale experience, the ability to successfully pass a background check in accordance with company policies and applicable laws, being at least 16 years of age (or older where required by law or safety regulations), and a valid driver's license preferred (may be required depending on location and responsibilities).

Knowledge, skills, and abilities include a basic understanding of customer service principles and practices, familiarity with point-of-sale systems, awareness of Spotless Brands' wash services, detain offerings, and membership options, general knowledge of company policies and operational procedures, excellent communication skills, including active listening and clear, persuasive speaking skills, strong customer service and people skills; ability to build rapport quickly, sales-minded with the ability to highlight value and drive conversions, effective organizational and time management skills, ability to multitask in a fast-paced, customer-facing environment, ability to work independently while remaining team focused, ability to remain calm and professional under pressure or high-volume periods, ability to adapt communication style to meet different customer needs and personalities, ability to operate or learn to operate point-of-sale and kiosk systems, physical ability to stand for extended periods, interact with customers outdoors, and perform routine site tasks, ability to work flexible hours, including evenings, weekends, and holidays.