Customer Service Representative

Customer Service Representative

Apply for the Customer Service Representative role at Tommy Car Wash Systems
.

Location:

Holland, MI

Schedule:

Wednesday through Sunday, 8:00 am – 5:00 pm.

Tommy’s is looking for a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity, discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority, with strong communication skills via phone and written messages.

• Competitive base pay and annual bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• 401(k) match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunities for continued education and learning
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

• Answer guest account questions through phone, email, social media, and instant message
• Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank
• Support digital marketing team by responding to social posts and reviews in a timely manner
• Log calls in ticketing system for escalation, additional support and client records
• Document issues with the Tommy Club phone app for the software development team and follow up to ensure all technology is functioning to support guest needs
• Create marketing codes for site locations to support soft opening, grand opening, and continued promotions
• Create a positive, energetic, solution-focused environment that enhances guest experiences

This job operates in a professional office environment. Office operating hours are Monday through Friday from 8:00 am – 5:00 pm, but Guest Services hours are Monday through Sunday 8:00 am – 8:00 pm. On average, this role will work 40 to 45 hours per week.

• High school diploma or GED required; associate’s or bachelor’s degree a plus
• Spanish and/or Canadian French language skills is a plus
• Experience performing extensive research to resolve complex customer inquiries
• Ability to quickly learn and understand proprietary technology/equipment and communicate about technical terms
• Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences
• Display excellent communication skills via phone and written messages
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
  
  Displays a strong initiative and drive to identify gaps and fill them

This job operates primarily in a professional office environment, using standard office equipment such as computers, phones, photocopiers, filing cabinets. Team members must:

• Work and commute in all weather conditions
• Move inside the office to access equipment
• Remain in a stationary position 50 % of the time, alternating between sitting and standing
• Constantly operate a computer and office productivity machinery (keyboard, copy machine, printer)
• Move and lift up to 30 pounds
• Effectively communicate, listen, converse, discern, convey, express oneself, and exchange information
• Walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers

Tommy's Express is a national franchise for outstanding car washes and car care services.…