Client Service Agent
The Client Service Agent is the main contact point for Tommy’s Express Franchise sites and private branded sites. This representative will help answer questions about orders, returns, car wash parts, detergents, warranty process and assist Customers with any other car wash needs. 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 part needs and place orders accordingly
- Assist customers through the return process from start to finish
- Work with customers and vendors to facilitate warranty claims
- Answer customer questions regarding order status
- Facilitate handoffs with other departments in the company for a smooth customer 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
- 2 years of experience within Customer Service
- Strong communication skills
- 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
Work Environment:
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 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’s Express Operations consists of a number of corporately owned Tommy’s Express car wash locations across the country. This is a quickly growing operation with intentions to open or acquire 3-5 new locations per year through the launch of Tommy’s Express Capital, a new private fund strategy.
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.
