What are the responsibilities and job description for the Customer Care Agent position at Chemical Guys?

Job Description

Description :

Chemical Guys (CG) is more than a brand. It's a lifestyle with a worldwide following driven by adventure, a passion for shine, and a love for the road ahead. We welcome Any and All who share this passion for becoming part of the CG Family.

When we started over two decades ago, we decided to clean the slate and begin fresh with the simple idea of making the best quality auto-detailing chemicals manufactured in California to the highest standards. Over the years, we have grown into so much more : a huge library of detailing knowledge, a benchmark in the industry, and a group of friends with one common passion.

Today, Chemical Guys have become a true omnichannel leader in the automotive appearance industry with a massive social media following and product distribution worldwide. But this is still just the beginning. We want to win in the long run, drive innovation, and refine the industry while having fun along the way. So, grab a wash mitt and some soap, put a smile on your face, and don’t look back… it’s going to be an unforgettable ride!

Chemical Guys is currently seeking a dedicated and enthusiastic Customer Care Agent for our call center operations. Reporting directly to the Supervisor of Customer Care, the ideal candidate will have the responsibility of handling phone and email inquiries from consumers, providing accurate responses, and ensuring that customer concerns are addressed in a timely fashion.

Position Description :

Effectively respond to customer inquiries, questions, and complaints, as well as troubleshoot issues with products or services.
Accurately document customer interactions within our CRM system.
Comply with all Customer Care objectives, performance standards (metrics / KPIs), and policies.
Stay up to date with our products to provide the best possible customer experience.
Any other duties or responsibilities assigned by the Supervisor of Customer Care to support the success of the Customer Care team and the overall business goals of Chemical Guys.

First Year Deliverables

3 months :

Understand and meet all Customer Care objectives, and performance standards (metrics / KPIs).

Able to respond to most customer inquiries, questions, and complaints, as well as troubleshoot issues with products or services (calls and emails) with little to no assistance.

Proficient in our CRM and Telephone software.

Extensive knowledge of our products and their usage.

6 months :

Understand and meet all Customer Care objectives, and performance standards (metrics / KPIs).

12 months :

Confident making discount or reimbursement recommendations without assistance.

Subject matter expert on our products and usage.

Requirements :

At least 3 years of experience in a customer service role within a call center or Direct-to-Customer (DTC) customer service environment.

Experience with CRM systems and other customer service software.

Excellent phone and email etiquette skills.

Strong interpersonal skills and ability to work with diverse teams and customers.

Strong organizational skills and ability to multitask in a fast-paced environment.

Strong attention to detail and accuracy.

Ability to adapt to changing priorities and work well under pressure.

Ability to work independently and as part of a team.

Positive attitude, self-motivated, and results-oriented.

Flexible availability to work varying shifts, including weekends and holidays, as needed.

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What are the responsibilities and job description for the Customer Care Agent position at Chemical Guys?

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