Customer Care Representative

Description Purpose: To Brighten the World by Helping Others Shine® Values:

Trustworthy, Teamwork, Efficiency, Accountability, Caring, Humility Building Location: 115 S. Torrence Street, Charlotte, NC 28204 Directly beside the main Home Office building located at 1521 East Third St, Charlotte, NC 28204 Classification: Full-Time; Hourly Compensation: $16 Hourly Hours of Operations : 7 days a week Mon

• Fri: 8:00 am

• 6:30 pm Sat / Sun: 8:00 am

• 5:30 pm SUMMARY: The purpose of Autobell Car Wash is To Brighten the World by Helping Others Shine®. The CSR will do this by handling customer care calls, and providing administrative support in our Home Office, including making outbound calls, and handling email correspondence with our customers.
  
  This person will act as an information resource to our customers.
  
  This position will provide opportunities to develop professional skills in a fast-paced atmosphere for a rapidly expanding company. KEY DUTIES & RESPONSIBILITIES:
  
  Serve as the first-line call reception for the Customer Care (CC) Team. Answers incoming telephone calls. Responds to customer questions.
  
  Creates reports that go to the appropriate department/location to resolve customer concerns. Make outbound calls pertaining to customer-related issues. Monitor multiple inboxes handled by the CCTeam as requested.
  
  Provides complete troubleshooting steps for the Autobell App. Embody the service vision, objectives, and values of the organization. Provide accurate and courteous responses to internal and external customers while being empathetic to any issues or concerns.
  
  Act as a knowledgeable information resource for callers; familiar with all Autobell services offered. Maintain a high level of professionalism. Perform a variety of administrative duties in support of the CC Team and the Home Office with a high level of attention to detail.
  
  Identify and expedite priority issues. Organize multiple tasks for the most efficient processing. Learn to operate different systems and be versatile in answering customer inquiries.
  
  Stay informed of all changes in company policies and new programs. Attend department and company meetings, as needed.
  
  Provide flexibility with extended hours or overtime, as needed.
  
  Participate in professional development courses. Provide coverage for the home office receptionist as needed.
  
  Performs other duties, which support the mission and values of the Company, as required, or requested.
  
  Contributes to the positive team efforts of the office and the Company. Represents the company professionally in appearance, demeanor, and verbal communication. Maintains confidentiality of sensitive individual and organization data without exception.
  
  Requirements KEY REQUIREMENTS & QUALIFICATIONS : Knowledge, Education, & Experience Required High School diploma or GED equivalent is required. Proficient in the use of Microsoft Office Suite of products. Excellent keyboarding skills.
  
  Excellent verbal and written communication skills.
  
  Customer service experience within a retail or service industry. Preferred Associate or bachelor's degree or equivalent work experience in customer service, communication, business, or related field.
  
  One year customer service experience in an office environment. Customer Service experience within a call center (not mandatory). Experience with Autobell Car Wash (not mandatory). Skills & Key Competencies Excellent keyboard/typing skills.
  
  Critical thinking.
  
  Ability to utilize all departmental tools to assist customers. Fast learner and adapts quickly to change. Exceptional internal and external customer service skills.
  
  Ability to work in a fast-paced, high-volume environment. Demonstration of diplomacy, good judgment, and professionalism. Well organized and able to multi-task.
  
  Ability to break down difficult concepts. Excellent problem-solving and analytical skills while being detailed oriented. Excellent active listening skills.
  
  Communicate in a clear and concise manner both orally and in writing. Ability to use good grammar and sentence structure. Ability to remain calm while engaged in a stressful conversation or situation.
  
  Handle confrontational situations with empathy but also in such a manner as to reach fact-based, objective conclusions. Ensure timely, accurate, and courteous responses to inquiries and questions. Take initiative to perform job functions with minimal supervision.
  
  Team player with a positive attitude. Punctual and dependable. Cooperative and open-minded in working with others.
  
  ESSENTIAL PHYSICAL AND SENSORY REQUIREMENTS: Standing/ Walking

• Low Level Sitting

• High Level Lifting - up to 20 lbs. Visual Concentration

• High level Hearing Concentration

• High level WORKING CONDITIONS: Environment - normal office environment.
  
  Must be able to look at a computer monitor and wear a headset for extended periods. REQUIREMENTS: Autobell requires that you keep a professional, safe, and neat appearance. Tattoos may not be visible at any time while wearing appropriate attire.
  
  Autobell is a drug-free workplace. Must be willing to undergo background check and a Motor Vehicle Report, in accordance with local laws/regulations.