Job Description
The specialist resolves customer inquiries across phone, email, and chat channels, managing memberships and reviews to enhance loyalty in car wash services.
Tagg-N-Go Car Wash operates automated car wash facilities, prioritizing customer satisfaction and service excellence in a people-focused environment.
Handle support tickets, respond to emails, and text messages using internal systems for account troubleshooting. Assist with billing concerns and fleet accounts by coordinating with operations leaders. Monitor online reviews and de-escalate conflicts, occasionally working on-site for process changes.
Base pay $19–$21 per hour, with additional $1 for Spanish proficiency. Full-time, in-office position with occasional Saturdays. Benefits include paid time off, health insurance, employee assistance program, dental, vision, health savings account, matching 401(k), free car wash pass, and tuition reimbursement after 6 months.
Responsibilities
- Deliver high-quality support across multiple platforms: phone, tickets, email, and SMS
- Support passholders with billing questions, plan changes, cancellations, and account troubleshooting
- Investigate account history across systems to resolve discrepancies
- Proactively identify recurring account issues and recommend process improvements
- Monitor and respond to online guest reviews (e.g., Google)
- Resolve concerns quickly and professionally to protect and elevate brand reputation
- Assist business customers with wash card programs, billing concerns, and account setup
- Coordinate with internal partners (Fleet Account Manager, Operations Leaders) to ensure smooth experiences
- Locate, save, and document camera footage for damage claims, disputes, and escalations
- Support initiatives like system migrations, new tool rollouts, training content creation, and process improvements
- Partner cross-functionally with operations, support, and technology teams
- De-escalate challenging guest situations confidently and calmly
- Provide feedback and recommendations to leadership to reduce risk and improve service quality
- Periodically work on-site to understand operations and guest flow
Requirements
- 1–3 years of customer service experience in a fast-paced environment
- Multi-channel support experience (phone, email, ticketing, SMS) preferred
- Strong conflict-resolution, troubleshooting, and problem-solving skills
- Excellent verbal and written communication abilities
- Ability to remain calm and solutions-focused under pressure
- Quick learner—comfortable navigating new apps, systems, and workflows
- Ability to lift, carry, push, or pull up to 25 pounds
- Close vision required