Job Description

Customer Service Representative

Tommy's is looking to hire 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. Candidates must also display excellent communication skills via phone and written messages.

What can Tommy's offer you?

• Competitive base pay and annual bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Vast opportunity 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

Position Responsibilities:

• 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 Tommy Club phone app appropriately for the software development team and provide 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

Work Environment and Schedule:

This job operates in a professional office environment. Office operating hours are Monday through Friday from 8:00am - 5:00pm, but Guest Services hours are Monday through Sunday 8:00am - 8:00pm. On average, this role will work 40 to 45 hours per week. This position will work Monday through Friday 11am-8pm.

Position Qualifications & Candidate Attributes:

• High school diploma or GED required, associates 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 effectively 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

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:

• Ability to work and commute in all weather conditions
• Able to move about inside the office to access standard office equipment, etc.
• Remain in a stationary position 50% of the time, alternating between sitting and standing
• Constantly operate a computer and other office productivity machinery such as; keyboard, copy machine and printer
• Ability to move and lift up to 30 pounds
• 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

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 anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy Car Wash Systems ("TCWS") is the power behind our Tommy's Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy's Express and Tommy Car Wash Systems make up the Tommy's Corporate brand, headquartered in Holland, MI.

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