What are the responsibilities and job description for the Customer Support Liaison position at Thoroughbred Express?
The Customer Support Liaison is responsible for interacting with the company's internal and external customers by addressing inquiries and resolving complaints.
Weekly Schedule:
Monday: 8 a.m. - 5 p.m.
Thursday: 8 a.m. - 5 p.m.
Friday: 8 a.m. - 5 p.m.
Saturday: 9 a.m. - 2 p.m.
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.
Performs other related duties as assigned.
Additional duties as assigned.
Job Qualifications
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
Success Attributes
Positive and upbeat attitude, adaptability, excellent problem-solving skills, continuous improvement mindset, ability to think ahead, directive, motivating leader, high attention to excellence, highly organized, relationship oriented.
Lives core values of: Safety, Accountability, Dependability, Development, Leadership, and Efficiency
Physical Requirements
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift to 15 pounds at times.