Customer Service Representative

About the role

Take 5 Oil Change is your neighborhood go-to oil change spot with over 35 years of experience, proud of friendly technicians, oil change expertise, and an efficient process that lets you stay in your car while we service it. The Customer Service Representative role provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, processes orders, bills, accounts, and service applications, troubleshoots and resolves complaints, works with Microsoft Office and Zendesk, and communicates with customers to develop new strategies. This is a remote position based in North Carolina, requiring a good internet connection and use of the Five9 phone system.

Responsibilities

• Support the Overall Take 5 Oil Change Brand Field Operations Team through the Five9 phone system platform.
• Provide timely responses to customer inquiries by telephone and/or email in an in- or outbound service center.
• Open, maintain, and solve Customer Care tickets by recording issues and account information.
• Manage large amounts of incoming emails and calls in a timely manner using computer technology.
• Resolve product or service problems by clarifying the customer's experience, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Leverage scripts for email and phone conversations to properly represent the company voice and tone.
• Answer questions about damage claims and escalate to the proper manager to bring them to closure.
• Prioritize tickets effectively.
• Flexibly handle changes in policies or procedures.

Qualifications

• High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience.
• Bilingual in English/Spanish is a plus.

Skills

• Proven customer support experience, ideally in the automotive industry.
• Strong phone contact handling skills and active listening.
• Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, etc.
• Customer-focused and able to adapt/respond to different types of customers.
• Excellent communication and presentation skills both externally and internally.
• Ability to multi-task, prioritize, and manage time effectively.
• General Customer Service and Customer Resolution skills.
• Basic Microsoft Office knowledge and application.
• Strong Organizational and follow-through Skills.
• Strong Communication skills with Customers.
• Customer-first focused mindset.

Pay

• Compensation range: $14.10 - $25.10 per hour (annual base pay).
• Base pay may vary depending on location, job-related knowledge, skills, and experience.
• Supplemental pay types may include commissions or bonus incentives, depending on the role.

Schedule

Hours will likely be 10 am – 7 pm with an hour lunch; must be willing to work weekends.

Benefits

• Variety of health and wellness benefits including paid time off and holiday pay.
• Early access to 50% of earned wages at any time through the myFlexPay program.
• Details regarding benefits can be found at Driven Brands Benefits.