Parts & Warranty Support Representative

Tommy's•Holland, MI

2d•Onsite

About The Position

The Parts & Warranty Support Representative serves as the primary point of contact for Tommy’s Express Franchise sites and private branded sites. This role involves answering questions related to orders, returns, car wash parts, detergents, and the warranty process, as well as assisting customers with 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 across multiple communication channels (phone, email, ticketing system), quickly assessing urgency and routing accordingly
Navigate and cross-reference multiple computer-based systems simultaneously to research parts, verify inventory, and pull up customer and order records in real time
Communicate with customers about their part needs and place accurate orders, using critical thinking to diagnose the correct component when requests are incomplete or unclear
Read and interpret blueprints, schematics, and technical part diagrams to identify the right parts and confirm compatibility before placing orders
Guide customers through the return process from start to finish, problem-solving to resolve discrepancies and keep the transaction moving
Work with customers and vendors to facilitate warranty claims, gathering technical documentation and coordinating across systems to support each claim
Field and resolve customer questions regarding order status, communicating clearly and professionally at every touchpoint
De-escalate frustrated franchisees and customers with a calm, solutions-focused approach, maintaining composure and thick skin under pressure
Facilitate smooth handoffs with other departments, communicating context clearly so the customer experiences a seamless interaction
Collaborate with customers and the internal team on rush orders, exercising sound judgment to prioritize and expedite under tight timelines
Progress into weekend emergency coverage, independently troubleshooting and resolving time-sensitive issues
Partner with the internal team to drive process improvement, document work instructions, and identify pain points through analytical, detail-oriented thinking
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