Client Service Agent

Tommy's•Holland, MI

2d•Onsite

About The Position

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.

Requirements

High School Diploma
2 years of experience within Customer Service
Strong communication skills
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

Nice To Haves

Forklift Experience is a plus
Car Wash knowledge preferred

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.

Benefits

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