Customer Support Representative

El Car Wash; Town of Florida (NY); On-site; USD 38,000 - 46,000; Full time

Job summary

El Car Wash is seeking a Customer Support Representative to deliver exceptional service to customers via phone, email, and chat. This role is the frontline, ensuring needs are met with professionalism and empathy, resolving issues, and representing the company’s standards and values.

The successful candidate will respond to inquiries, provide product information and troubleshooting support, and escalate complex issues as needed while documenting interactions in the CRM and maintaining up-to-date

Qualifications

• The Customer Support Representative is responsible for delivering exceptional service and support to customers via phone, email, and chat. This role serves as the frontline of the company, ensuring customer needs are met with professionalism, empathy, and efficiency. The agent will resolve issues, answer inquiries, and ensure a positive experience that reflects the company’s standards and values.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Resolve customer issues efficiently and accurately while maintaining a positive attitude.
• Provide product/service information and troubleshooting support.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Document all interactions and resolutions in the CRM or ticketing system.
• Stay up to date on products, services, policies, and system updates.
• Meet individual performance metrics and quality standards.
• Identify opportunities to improve processes and enhance the customer experience.

Job description

Location: Doral Corporate Office | Reports to: Victor Alonso

Role Summary

The Customer Support Representative is responsible for delivering exceptional service and support to customers via phone, email, and chat. This role serves as the frontline of the company, ensuring customer needs are met with professionalism, empathy, and efficiency. The agent will resolve issues, answer inquiries, and ensure a positive experience that reflects the company’s standards and values.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Resolve customer issues efficiently and accurately while maintaining a positive attitude.
• Provide product/service information and troubleshooting support.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Document all interactions and resolutions in the CRM or ticketing system.
• Stay up to date on products, services, policies, and system updates.
• Meet individual performance metrics and quality standards.
• Identify opportunities to improve processes and enhance the customer experience.

Core Competencies

• Empathy & Active Listening
• Communication
• Problem Solving
• Adaptability
• Team Collaboration
• Customer Focus
• Attention to Detail

Physical Requirements

• Prolonged periods of sitting and computer use.