What are the responsibilities and job description for the Customer Success Representative position at Autowash?
Description
The Customer Success Representative serves as the frontline representative for Autowash. They handle customer calls, texts, chat inquiries, and other omni-channel systems while following structured logic flows and scripts.
Their primary function is to help customers quickly while providing accurate solutions and information. Representatives support customers using automated tools and ensuring every customer interaction is documented cleanly and consistently.
Requirements
Physical Demands:
The Customer Success Representative serves as the frontline representative for Autowash. They handle customer calls, texts, chat inquiries, and other omni-channel systems while following structured logic flows and scripts.
Their primary function is to help customers quickly while providing accurate solutions and information. Representatives support customers using automated tools and ensuring every customer interaction is documented cleanly and consistently.
- Respond to incoming SMS, text, and phone calls.
- Use approved scripts, logic flows, and troubleshooting guides.
- Provide friendly, concise, and accurate information.
- Resolve common issues independently (billing updates, app setup, access issues).
- Identify when to escalate complex cases to Team Leads or Operations.
- Trigger next-step cadences when appropriate.
- Properly tag all conversations (intent outcome).
- Document customer concerns and resolutions with clarity.
- Maintain data accuracy for CRM and reporting.
- Use AI responses as intended.
- Override AI only when needed or when escalation is required.
- Report system issues or script gaps.
- Completes outbound calls and texts for support, usage follow-ups, billing issues, and membership updates and sales.
- Helps customers set up their membership correctly
- Provides simple explanations of plan options to guide customers to the right fit.
- Supports churn prevention through quick troubleshooting.
- Documents all outbound interactions with clear tags and notes.
Requirements
Physical Demands:
- Regularly required to sit, walk, stand, bend, and/or lift
- Regularly required to talk or listen.
- Regularly required to use a computer, computer screen and type.
- Sometimes required to lift heavy packages (20 pounds or greater).
- Computer skills required: Microsoft Office, Social Networking, Email communication
- Minimum Desired Education: Some college, (communications, marketing or business preferred)
- Minimum Desired Experience: 1 year
- Preferred Experience: customer service, marketing, or administrative work preferred
- Professional Associations: none