Customer Service Advisor

About the role

The Customer Service Advisor (CSA) at Spotless Brands is the first point of contact for guests and plays a critical role in delivering a best-in-class customer experience. This position is ideal for sales- and service-oriented individuals who thrive in fast-paced environments, enjoy connecting with people, and are passionate about helping customers choose services that best meet their needs.

Responsibilities

• Greet every customer with enthusiasm and a warm, welcoming attitude at the point of entry (kiosk, tunnel entrance, or other customer touchpoints)
• Identify customer needs through open-ended questions and active listening
• Educate customers on available wash and detail packages, highlighting features, benefits, and value
• Educate customers on available lube/ car preventative maintenance packages, highlighting features, benefits, and value (select lube center locations only)
• Promote and sell memberships, including Fast Pass and Unlimited programs
• Present and explain current promotions and incentives to encourage additional purchases
• Absorb and answer general inquiries
• Assist customers with payment transactions at the kiosk
• Overcome objections with professionalism and empathy to guide customers to the best solutions
• Maintain a clean, safe, and organized work area, and report any safety or maintenance concerns
• Collaborate with site team members to ensure smooth and efficient site operations including all necessary duties- varies by business needs
• Perform routine cleaning and maintenance tasks including but not limited to pit cleaning, vacuum bag/ station cleaning, tunnel upkeep, dumpster cleaning, and removal of debris, to ensure a safe, clean, and operational car wash environment
• Perform duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep
• Perform other duties as assigned to support the team and site performance

Requirements

• High School Diploma or equivalent preferred, not required
• Prior customer service or sale experience preferred, not required
• Must be at least 16 years of age (or older where required by law or safety regulations)
• Valid driver’s license preferred (may be required depending on location and responsibilities)

Qualifications

• Basic understanding of customer service principles and practices
• Familiarity with point-of-sale systems
• General knowledge of Spotless Brands’ wash services, detain offerings, and membership options
• Knowledgeable about company policies and operational procedures

Skills

• Excellent communication skills, including active listening and clear, persuasive speaking skills
• Strong customer service and people skills; ability to build rapport quickly
• Sales-minded with the ability to highlight value and drive conversions
• Effective organizational and time management skills
• Ability to multitask in a fast-paced, customer-facing environment

Abilities

• Ability to work independently while remaining team focused
• Ability to remain calm and professional under pressure or high-volume periods
• Ability to adapt communication style to meet different customer needs and personalities
• Ability to operate or learn to operate point-of-sale and kiosk systems
• Ability to walk, stand, and move, often uneven, moving and/ or wet surfaces through site for several hours at a time
• Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
• Ability to twist, carry, reach, push, and pull frequently
• Ability to lift and carry 50 pounds without assistance for work-related materials
• Ability to work outdoors and be efficient in all weather conditions
• Ability to work on your feet in a fast-paced, physically active environment
• Ability to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
• Ability to use personal protective equipment (gloves, eyewear, etc.. ) as required
• Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise