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Nouria Energy Job Description
Position: Golden Nozzle Car Wash Customer Service Representative
Reports to: Customer Service Manager
Location: Springfield, MA
GENERAL SUMMARY
The car wash customer service representative is responsible for the overall handling of communications in a high-volume setting, from customers via phone and email, assisting with customer concerns, complaints, and wash pass related issues promptly and responding to customer website sale issues and inquiries about products, services, and promotions
The car wash customer service representative will report directly to the customer service manager
Leadership & responsibilities of a Customer Service Representative
Leadership:
· Is the lead on customer satisfaction and customer loyalty
· Helps to create a brand customers can trust
· Assures that all customer feedback is accounted for and resolves all customer problems
· Assists customers with all areas of wash pass management
· Explains the Terms and Conditions of the Wash Pass and familiarizes customers with products and services
· Focuses on continuing and growing our customer base by creating customer satisfaction
Responsibilities:
· Answers all phone calls and responds to all emails in a timely manner
· Possesses or develops knowledge about car wash operations, products and register transactions in the field to understand and relate to customer concerns and problems and fix problems
· Helps customers via email or over the phone with questions or issues related to products and services, Wash pass management, feedback, complaints etc.
· Helps customers via email or over the phone with questions or issues related to website sales
· Handles all walk up customers
· Mails out courtesy coupons to customers for Rewashes etc.
· Keeps all office supplies stocked, places orders for office supplies; puts away supplies
· Order supplies for the copy machine
· Sorts and distributes mail
· Maintains the master schedule for and books the conference room for meetings
· Answers the door and greets all guests
· Interacts with various vendors
· Fills Fleet Orders
· Can create accounts for new Fleet Customers
· Occasionally accepts checks or credit card payments for Fleet Orders from customers, mails checks to accounting department at Worcester office
· Packages and posts outgoing mail orders for Fleet orders
· Prepares and posts online orders
· Can activate wash books, print courtesy passes, set up and add washes to reloadable wash cards, etc. in the Hub and activate employee passes in the Hub
· Processes and fills Costco Orders
· Submits employee Shoe orders to Shoes for Crews on website
· Submits approved Shoes for Crews Invoices and shoe contract forms to payables and payroll weekly
· Directs calls about employee complaints to District Managers and Operations Manager
· Directs calls about Damage Claims to District Managers and Operations Manager
· Issues refunds to customers
· Directs technical problems with customers' wash pass accounts to Premier support for IT review
· Reports problems with Wash Pass software to Premiere Support/ IT
· Can submit office maintenance issues on Service Channel for repair
· Occasionally meets contractors at Touch free locations or deposits money from the sites when needed
· Covers for Supervisor’s Duties and emails while on vacation
Additional Info:
· Able to work independently and accept responsibility and ownership as it relates to the position’s duties and expectations
· Must be able to multitask
· Strong communication skills and phone etiquette
· Strong reasoning and analytical skills
· Be able to earn the trust of staff and customers
· Self-starter, able to anticipate, identify and solve problems
· Possess a positive attitude and strong interpersonal skills, able to work with people at all organizational/community levels
· Team player, committed to working in a collaborative, team environment
Minimum Requirements:
· At least 18 years old
· Two years of customer service experience preferred
· Valid driver’s license and ability to drive
· Open availability subject to the needs of Nouria / Golden Nozzle
· Must be able work overtime, when needed
· Proficient with Microsoft Office (Outlook, Word, and Excel)
· High School Diploma or equivalent GED required
Physical Requirements:
· Ability to lift, carry, and hold up to 50 lbs.
· Sitting for long periods
Job Type: Full-time
Pay: From $15.00 per hour
Expected hours: No less than 30 per week
Benefits:
Experience level:
Shift:
Weekly day range:
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Education:
Experience:
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Work Location: In person
Full Time
Retail
$85k-110k (estimate)
03/28/2024
04/15/2024
nouriaenergy.com
THOMASTON, ME
100 - 200
1989
Private
$10M - $50M
Retail
Nouria is a provider of retail gas stations, wholesale market, convenience stores and freight delivery solutions to businesses.
The job skills required for Customer Service Representative include Customer Service, Products and Services, Communication Skills, Microsoft Office, Customer Satisfaction, Leadership, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Representative. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Service Representative positions, which can be used as a reference in future career path planning. As a Customer Service Representative, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Representative. You can explore the career advancement for a Customer Service Representative below and select your interested title to get hiring information.