Customer Support Liaison

Position Summary

The Customer Support Liaison is responsible for interacting with the company's internal and external customers by addressing inquiries and resolving complaints.

Weekly Schedule:

Monday: 8 a.m. - 4 p.m.

Thursday: 8 a.m. - 4 p.m.

Friday: 8 a.m. - 4 p.m.

Saturday: 9 a.m. - 2 p.m.

Key Duties and Responsibilities

• Interacts with customers via telephone, email, online chat, or in-person to provide support and information on products or services.

• Collects and enters orders for new or additional products or services.

• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.

• Ensures that appropriate actions are taken to resolve customers' problems and concerns.

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

• Performs other related duties as assigned.

• Additional duties as assigned.

Job Qualifications

Essential:

• Excellent communication skills including active listening.

• Service-oriented and able to resolve customer grievances.

• Proficient computer skills with the ability to learn new software.

Desirable:

• Proven understanding of Express Wash models and car wash operations and best practices

• Understanding of pricing, subscription models, promotions, and developing awareness in new markets

Success Attributes

Positive and upbeat attitude, adaptability, excellent problem-solving skills, continuous improvement mindset, ability to think ahead, directive, motivating leader, high attention to excellence, highly organized, relationship oriented.

Lives core values of: Safety, Accountability, Dependability, Development, Leadership, and Efficiency

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift to 15 pounds at times.