What are the responsibilities and job description for the Customer Success Representative position at Autowash Car Washes?
Description:
As the liaison between our company and its current and potential customers, the Autowash Customer Support 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 are ready to answer, 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.
Responsibilities:
- Manage inbound and outbound calls for car wash customers and members in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information through questioning, research issues, and provide solutions and/or alternatives
- Seize opportunities to upsell products and membership services through customer education
- Build sustainable relationships and engage customers going taking the extra mile
- Keep accurate notes and records of all conversations in our call center database in a comprehensible way
- Frequently broadens knowledge base and performance skill levels through team knowledge and educational events
- Meet personal/team qualitative and quantitative targets
Accountabilities:
- Must have the ability to prioritize and work independently with minimal direct supervision
- Must have excellent communication, customer service and problem-solving skills.
- Must be competent in writing, reading, and speaking effectively with customers demonstrated through observations, orientation reviews, and quarterly reviews.
- Must be competent in writing, reading, and speaking effectively with AW team as demonstrated through observations, effective use of TEAMS protocols, and supervisor notes.
Physical Demands:
- 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).
Minimum Qualifications:
- 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
