Customer Experience Agent

About the role

Big Dan's Car Wash is looking for a friendly, detail-oriented, bilingual Customer Experience Agent to join our team. In this role, you'll be the first point of contact for our customers, helping them with membership questions, account updates, billing concerns, and ensuring they have an exceptional experience with Big Dan's.

Responsibilities

• Provide exceptional customer service by phone and email.
• Assist customers with Unlimited Wash Club memberships, billing questions, account updates, and wash-related concerns.
• Resolve customer issues professionally and efficiently.
• Help retain Unlimited Wash Club members by identifying solutions before customers choose to cancel.
• Educate customers on membership options, benefits, and promotions.
• Respond to customer inquiries through our shared customer service email inbox.
• Document customer interactions accurately and follow up when needed.
• Work collaboratively with site managers and other departments to resolve customer concerns.
• Continue developing product knowledge and stay current on company policies, promotions, and operations.
• Complete all required training and participate in ongoing professional development.

Requirements

• Excellent verbal and written communication skills.
• Fluency in both Spanish and English is helpful but not required.
• Passion for providing exceptional customer service.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm, positive, and professional in challenging situations.
• Comfortable using computers, email, and multiple software systems.
• Excellent organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment.
• Team-oriented with a positive attitude.
• Previous call center or customer service experience preferred but not required.

Qualifications

• High school diploma or equivalent required.
• Minimum of three years of customer service experience preferred.
• Call center experience is a plus.
• Proficiency with Microsoft Office and general computer applications.
• Ability to type accurately while speaking with customers.
• Must be available on weekends.

What Success Looks Like

• Delivering exceptional service during every interaction to help drive customer loyalty.
• Increasing customer satisfaction and loyalty.
• Reducing Unlimited Wash Club membership cancellations.
• Resolving customer issues quickly and professionally.
• Supporting our wash locations by providing timely customer assistance.
• Building lasting relationships that keep customers coming back.

Benefits

At Big Dan's Car Wash, we're committed to creating an Extraordinary Experience for every customer. Our team members are empowered to solve problems, grow professionally, and make a real impact on our customers and our business.