Description
Purpose: To Brighten the World by Helping Others Shine®
Values: Trustworthy, Teamwork, Efficiency, Accountability, Caring, Humility
Location: 1521 East Third Street, Charlotte, NC 28204 (On-site)
Hours: Full time (32-40 hours per week): Part-time opportunities may be available.
Schedule Availability: We are seeking a team member with flexibility. We will be open 7 days a week from 8:00am – 8:00pm. To make sure we provide the best on-boarding experience, your training schedule may be different from your assigned permanent schedule. We will discuss scheduling and hours during the interview process to ensure this opportunity would present an ideal work/life balance.
POSITION SCOPE AND SUMMARY
The purpose of Autobell Car Wash is To Brighten the World by Helping Others Shine®. The Customer Service Representative will do this by handling customer care calls, and providing administrative support in our Home Office, including making outbound calls, and handling email correspondence with our customers. This person will act as an information resource to our customers. This position will provide opportunities to develop professional skills in a fast-paced atmosphere for a rapidly expanding company.
KEY DUTIES & RESPONSIBILITIES
- Serve as the first-line call reception for the Customer Service Team.
- Answers incoming telephone calls.
- Responds to customer questions.
- Creates reports that go to appropriate department/location to resolve customer concerns.
- Make outbound calls pertaining to customer-related issues.
- Monitor multiple inboxes handled by the CC Team as requested.
- Provides complete troubleshooting steps for the Autobell App.
- Embody the service vision, objectives, and values of the organization.
- Provide accurate and courteous responses to internal and external customers while being empathetic to any issues or concerns.
- Act as a knowledgeable information resource for callers; familiar with all Autobell services offered.
- Maintain a high level of professionalism.
- Perform a variety of administrative duties in support of the Customer Care Team and the Home Office with a high level of attention to detail.
- Identify and expedite priority issues.
- Organize multiple tasks for the most efficient processing.
- Learn to operate different systems and be versatile in answering customer inquiries.
- Stay informed of all changes in company policies and new programs.
- Attend department and company meetings, as needed.
- Provide flexibility with extended hours or overtime, as needed.
- Participate in professional development courses.
- Provide coverage for the home office receptionist as needed.
- Performs other duties, which support the mission and values of the Company, as required, or requested.
- Contributes to the positive team efforts of the office and the Company.
- Represents the company professionally in appearance, demeanor, and verbal communication.
- Maintains confidentiality of sensitive individual and organization data without exception.
Requirements
QUALIFICATIONS:
Knowledge, Education, Experience
Required
- High School diploma or GED equivalent is required.
- Proficient in the use of Microsoft Office Suite of products.
- Excellent keyboarding skills.
- Excellent verbal and written communication skills.
- Customer service experience within a retail or service industry.
Preferred
- Associate or bachelor’s degree or equivalent work experience in customer service, communication, business, or related field.
- Customer Service experience within a call center (not mandatory).
- Experience with Autobell Car Wash (not mandatory).
Skills and Abilities
- Ability to utilize all departmental tools to assist customers.
- Fast learner and adapts quickly to change.
- Exceptional internal and external customer service skills.
- Ability to work in a fast-paced high-volume environment.
- Demonstration of diplomacy, good judgment, and professionalism.
- Well organized and ability to multi-task.
- Ability to break down difficult concepts.
- Excellent problem solving and analytical skills while being detailed oriented.
- Excellent listening skills.
- Communicate in a clear and concise manner both orally and in writing.
- Ability to use good grammar and sentence structure.
- Ability to remain calm while engaged in a stressful conversation or situation.
- Handle confrontational situations with empathy but also in such a manner as to reach fact-based objective conclusions.
- Ensure timely, accurate and courteous responses to inquiries and questions.
- Take initiative to perform job functions with minimal supervision.
- Team player with a positive attitude.
- Punctual and dependable.
- Cooperative and open minded in working with others.
ESSENTIAL PHYSICAL AND SENSORY REQUIREMENTS:
- Standing/ Walking – Low Level
- Sitting – High Level
- Lifting – up to 20 lbs.
- Visual Concentration – High level
- Hearing Concentration – High level
WORKING CONDITIONS:
- Environment – normal office environment. Must be able to look at a computer monitor and wear a headset for extended periods of time.
OTHER REQUIREMENTS
- Autobell requires that you keep a professional, safe, and neat appearance.Tattoos may not be visible at any time while wearing appropriate attire.
- Autobell is a drug-free workplace, and all candidates must pass a pre-employment drug screening.
- Must be willing to undergo background check and a Motor Vehicle Report, in accordance with local laws/regulations.
Summary
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