Customer Service Representative

Caliber Car Wash; Atlanta (GA); On-site; USD 40,000 - 65,000; Full time

Job summary

Caliber Car Wash seeks a friendly Customer Service Representative to be the primary contact for customers, answering inquiries, resolving issues, processing requests, and delivering a positive experience. The ideal candidate communicates clearly, solves problems, and stays organized in a fast-paced environment.

Responsibilities include multi-channel support, maintaining records, and collaborating with sales, operations, and support teams to ensure satisfaction.

Qualifications

• High school diploma or equivalent required or preferred.
• 1–3 years of customer service, call center, retail, administrative, or related experience preferred.
• Excellent verbal and written communication skills; strong listening and interpersonal skills.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other channels.
• Provide accurate information regarding products, services, orders, accounts, and policies.
• Resolve customer questions and complaints promptly and professionally.
• Process orders, returns, refunds, account updates, and other customer requests.
• Document interactions, issues, and resolutions in CRM systems.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Maintain accurate customer records and account information.
• Meet established customer-service, quality, productivity, and response-time goals.
• Identify recurring issues and communicate trends to management.
• Collaborate with sales, operations, billing, and support teams.
• Protect customer information and follow privacy procedures.
• Stay informed about products, services, policies, and procedures.
• Contribute to a positive and professional customer experience.

Skills

Customer service

Communication

Active listening

Empathy

Problem solving

Multitasking

Teamwork

Attention to detail

Organizational skills

Professionalism

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

HubSpot

Microsoft Office

Google Workspace

Job description

We are seeking a friendly, professional, and customer-focused Customer Service Representative (CSR) to serve as a primary point of contact for customers. The representative will respond to customer inquiries, resolve issues, process requests, and provide accurate information while delivering a positive customer experience.

The ideal candidate has excellent communication and problem-solving skills, strong attention to detail, and the ability to remain professional and composed in a fast-paced environment.

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and other communication channels.
• Provide accurate information regarding products, services, orders, accounts, and company policies.
• Resolve customer questions and complaints promptly and professionally.
• Process orders, returns, refunds, account updates, and other customer requests.
• Document customer interactions, issues, and resolutions in CRM or customer-service systems.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Maintain accurate customer records and account information.
• Meet established customer-service, quality, productivity, and response-time goals.
• Identify recurring customer issues and communicate trends to management.
• Collaborate with sales, operations, billing, technical support, and other internal teams.
• Protect customer information and follow company privacy and security procedures.
• Stay informed about products, services, policies, and procedures.
• Contribute to a positive and professional customer experience.

Required Qualifications

• High school diploma or equivalent.
• 1–3 years of customer service, call center, retail, administrative, or related experience preferred.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to handle difficult or escalated customer situations professionally.
• Strong problem-solving and decision-making skills.
• Basic computer proficiency and ability to learn new software systems quickly.
• Ability to multitask and manage competing priorities.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Experience using CRM systems such as Salesforce, Zendesk, HubSpot, or similar platforms.
• Experience with phone, email, and live-chat support.
• Previous call-center or contact-center experience.
• Experience handling high-volume customer interactions.
• Familiarity with Microsoft Office or Google Workspace.
• Bilingual or multilingual communication skills, depending on customer base.
• 5
• Experience in the company's specific industry.

Compensation

Annual Base Salary: $40,000–$65,000

For experienced or specialized Customer Service Representatives

Additional compensation may include:

• Performance bonuses
• Sales or customer-retention incentives
• Shift differentials
• Overtime opportunities

Actual compensation may vary based on experience, location, industry, schedule, and responsibilities.

Key Performance Indicators

Performance may be measured using:

• Customer satisfaction (CSAT)
• First-contact resolution
• Average response time
• Average handle time
• Quality-assurance scores
• Customer retention
• Case/ticket resolution rates
• Attendance and reliability
• Productivity

Key Competencies

• Customer service
• Communication
• Active listening
• Empathy
• Problem-solving
• Conflict resolution
• Patience
• Organization
• Attention to detail
• Adaptability
• Teamwork
• Professionalism

Success in This Role

Success means providing consistently professional and helpful customer interactions, resolving issues efficiently, maintaining accurate customer records, meeting service-level expectations, and contributing to a positive overall customer experience.