Customer Experience Associate

thoroughbred-express; North Carolina; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

PTO

Holiday Pay

Health Benefits

401k with employer match

Free Wash benefit

and more

Job summary

thoroughbred-express is seeking a Customer Experience Associate to interact with customers by phone, email, chat, or in person, addressing inquiries and resolving complaints.

The role requires excellent communication, a service orientation, and basic computer skills; a high school diploma and customer service experience are preferred. This position also supports account records, processes orders, and updates customer information to ensure accurate service.

Qualifications

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient with computers and able to learn new software.

Responsibilities

• Interacts with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Calling declined accounts to update their payment information.
• Performs other related duties as assigned.
• Additional duties as assigned.

Skills

Excellent communication

Service-oriented

Proficient computer skills

Education

High school diploma or equivalent

Job description

The Customer Experience Associate is responsible for interacting with the company's internal and external customers by addressing inquiries and resolving complaints.

Key Duties and Responsibilities:

• Interacts with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Calling declined accounts to update their payment information.
• Performs other related duties as assigned.
• Additional duties as assigned.

Essential:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Desirable:

• Proven understanding of Express Wash models and car wash operations and best practices
• Understanding of pricing, subscription models, promotions, and developing awareness in new markets

Education and Experience:

• High school diploma or equivalent.
• Customer service experience required.

Benefits:

• PTO, Holiday Pay, Health Benefits, 401k with employer match, Free Wash benefit, and more.