Parts & Warranty Support Representative

The Parts & Warranty Support Representative is the main contact point for Tommy’s Express Franchise sites and private branded sites. This representative willhelpanswer questions about orders, returns, car wash parts,detergents, warranty processand assist Customers with any other car washneeds. The Client Services team also processes RMA’s.

What can Tommy's offer you?

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services with Merrill Lynch
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• 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

Position Responsibilities:

• Answer and triage incoming calls and tickets
• Communicate with customers about their partneeds and placeordersaccordingly
• Assist customers through thereturnprocess from startto finish
• Work with customers and vendors to facilitate warranty claims
• Answercustomerquestionsregarding order status
• Facilitatehandoffs with other departments in the company fora smoothcustomer interaction
• Work with customer and internal team on rush orders
• Progress into weekend emergency coverage
• Work with internal team to create process improvement, work instructions, and identify pain points
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Position Qualifications & Candidate Attributes:

• High School Diploma
• 2years of experience within
  
  Customer Service
• Forklift Experience is a plus
• Car Wash knowledge preferred
• Technical savvy and proficient in Microsoft Office; experience within database systems a plus
• Excellent written and oral communication skills
• 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 in an office environment. Office hours are Monday
- Friday from 8:00am - 5:00pm, and our Client Service hours are Monday
- Friday from 8:00am - 5:00PM then Saturday from 9:00am - 3:00pm. We are currently hiring for Monday through Friday 8:00am to 5:00pm with a Saturday rotation.

Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors.

To successfully perform the essential functions of this job, team member must be able to:

• Work and commute in all weather conditions
• Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Work in a fast-paced environment where they will often be multitasking
• Move about inside the office to access standard office equipment
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Remain in a stationary position 50%+ of the time, alternating between sitting and standing
• Ability to move and lift up to 30 pounds
• Drive between company locations and/or vendors or suppliers as needed while on job

Company Overview:

Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike…