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COLDWATER CARWASH MANAGEMENT LLC

TITLE: Customer Support Agent

DATE REVISED: June 22, 2023

SUPERVISOR: Ops Regional Manager

POSITION SUMMARY: The Customer Support Agent is responsible for providing a premium customer-support experience for every Shiny Shell customer and/or member.

GENERAL DUTIES AND RESPONSIBILITIES:

  • Answers all phone calls during open support line hours of 8am-6pm, Monday-Friday (some flexibility in this still TBD)
  • Offers options for people who are considering cancelling their Shiny Shell Unlimited Wash Club Membership
  • Understands Shiny Shell products and services well in order to provide knowledgable answers to customers and/or members
  • Manages membership-change requests from Shiny Shell members (adding additional cars, upgrading/downgrading plans, etc.)
  • Replies to all Google Reviews in a timely manner and with professional prose
  • Responds to questions from website visitors, utilizing our live Chatbot tool
  • Assists General Managers with escalating customer complaints, including damage claims
  • Stays up to date with promos and campaigns offered at every site, in order to provide accurate information system-wide
  • Maintains knowledge in operating Shiny Shell’s software platforms in order to manage support tickets, modify membership, issue refunds, update customer information, etc.

PREREQUISITES:

  • Prior experience with phone services a plus
  • Prior sales experience a plus
  • Prior customer support experience a plus

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