Customer Care Specialist II

TaggNGo•St George, UT

6d•$19 - $21•Onsite

About The Position

Are you passionate about helping others and delivering standout service? Tagg-N-Go Car Wash is looking for a Tier II Customer Care Specialist to play a vital role on our Customer Care Team. In this position, you’ll support guests through phone, email, text, and chat—resolving inquiries, managing concerns, assisting with account needs, and partnering with our site teams to ensure a seamless and positive experience. This role is perfect for someone who thrives in a fast-paced environment and loves turning challenges into exceptional customer moments. Be part of a team where your impact goes far beyond daily tasks—your work helps build loyalty, boost satisfaction, and support our company’s growth. We’re a people-focused business that just happens to wash cars, and together, we make every day shine. Ready to make a difference? Let’s do this!

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.
Full-Time Preferred, Non-Exempt
In-office position
Occasional on-site work required
Ability to lift, carry, push, or pull up to 25 pounds
Close vision required
Availability for occasional Saturday shifts as part of a rotating schedule

Responsibilities

Guest Support Across All Channels Deliver high-quality support across multiple platforms—fast, friendly, and accurate: Phone Support (Inbound & Outbound): Answer and place follow-up calls, resolve concerns, and document outcomes.
Support Tickets: Categorize, resolve, and close tickets promptly with proper detail.
Email Support: Respond with professionalism, clarity, and accuracy to service, billing, and membership inquiries.
Text Messaging Support: Provide quick, helpful responses to guests through SMS.
Special Projects: Assist with saving footage for incidents, supporting fleet/business accounts, and other assigned initiatives.
Maintain empathy, professionalism, and service excellence in every interaction.
Membership & Account Management 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.
Reputation Management & Reviews Monitor and respond to online guest reviews (e.g., Google).
Resolve concerns quickly and professionally to protect and elevate brand reputation.
Share review trends with leadership to support service improvements.
Fleet, Dealership, and Business Account Support 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.
Support dealership and fleet partners with professionalism and reliability.
Incident Support & Special Projects 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.
Conflict Resolution & Escalations De-escalate challenging guest situations confidently and calmly.
Provide feedback and recommendations to leadership to reduce risk and improve service quality.
On-Site Support (Occasional) Periodically work on-site to understand operations and guest flow.
Support site teams during process changes.
Must be able to stand for extended periods as needed.