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!
Summary
The Customer Service Agent is responsible for delivering exceptional customer support across multiple communication channels, including phone, email, live chat, and TikTok chat. The agent serves as a brand ambassador by providing accurate information, resolving customer concerns, recommending products, providing usage instructions, and ensuring all customer interactions are documented properly within company CRM systems.
Qualifications:
- High School Diploma or equivalent.
- 2+ years in customer service or related field
- Strong written and verbal communication skills.
- Excellent customer service and interpersonal skills.
- Ability to multitask in a fast-paced environment.
- Strong attention to detail.
- Basic computer proficiency and willingness to learn new systems.
Nice To have:
- Previous call center experience.
- Experience working in CRM platforms and customer support software (Gorgias or Shopify are a plus).
- Experience supporting customers through chat or social media channels.
30/60/90 Day Deliverables
30 Day
- Focus: Complete training, learn systems and policies, understand ticket documentation standards, and begin handling customer contacts with support.
- Key Goals: Complete onboarding and training. Learn company policies, procedures, and support workflows. Become familiar with CRM systems and ticket management processes. Demonstrate proper ticket documentation, including titles, notes, coding, and queue assignments. Learn core product categories and basic product recommendations. Begin handling email and chat interactions with guidance.
- Success Looks Like: Able to handle basic email and live chat customer inquiries and maintain accurate case documentation with guidance. Demonstrates professional communication skills. Shows ability to follow customer service procedures consistently.
60 Day
- Focus: Manage customer inquiries independently, apply policies correctly, maintain accurate case documentation, and provide basic product recommendations.
- Key Goals: Independently manage customer cases with minimal assistance. Consistently document and route tickets accurately. Apply company policies confidently in routine customer interactions. Provide product recommendations and answer common usage questions. Handle phone, email, live chat, and TikTok interactions while meeting quality standards.
- Success Looks Like: Independently manages most customer interactions, while maintaining accuracy and service quality. Demonstrates working knowledge of core products. Recommends products based on customer needs. Answers common product usage questions. Assists customers with basic troubleshooting and application guidance.
90 Day
- Focus: Fully handle phone, email, live chat, and TikTok support independently, maintain high-quality case management, and demonstrate strong product and policy knowledge.
- Key Goals: Fully proficient in CRM systems, workflows, and ticket management. Independently manage customer interactions across all support channels. Consistently demonstrate accurate documentation, coding, and queue assignment practices. Confidently apply policies to a variety of customer situations. Possess strong product knowledge, including recommendations, troubleshooting, and usage guidance. Meet productivity and quality expectations while contributing positively to team performance.
- Success Looks Like: Fully functioning Customer Service Agent capable of independently supporting customers across all channels while maintaining high standards for service, documentation, policy compliance, and product expertise. Manages workload with minimal oversight. Demonstrates sound judgment and decision-making. Handles challenging customer concerns within approved guidelines. Meets productivity and quality expectations.
Location: Torrance, CA
Pay Rate: $19 per hour
Hours: Sunday through Thursday - 7:30 am - 4:30 pm (Sunday remote. Monday through Thursday is fully onsite)
Reports To: Customer Service Lead
Benefits(once you become a perm. Chemical Guys employee): Medical, Dental, Vision, 401(k) with company match, PTO, sick time, paid holidays and employee discount.
Chemical Guys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other characteristic protected by applicable federal, state, or local law.
In accordance with California law, we will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance (where applicable).
Job Type: Full-time
Pay: $19.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Shift:
Application Question(s):
- Do you now or at any time require any type of sponorship?
- Are you able to work the following schedule for this position? Sunday through Thursday - 7:30 am - 4:30 pm (Sunday remote. Monday through Thursday is fully onsite)
Ability to Commute:
- Torrance, CA 90505 (Required)
Work Location: In person
