Job Overview

We are seeking a consumer-first Customer Care Representative (Zendesk) to provide real-time, high-quality service for our car wash membership network. In this role, you will handle inbound calls, emails, web chats, and support tickets to resolve customer inquiries and manage account details. You will assist members with cancellations, upgrades, downgrades, and refunds while proactively promoting membership benefits to retain accounts. The ideal candidate is an empathetic problem solver with strong phone support skills and the ability to navigate digital customer service platforms efficiently.

Schedule: Final schedule to be determined but must be available Mon-Sun 8 AM - 5 PM or 11 PM - 8 AM EST (40 hrs per week)

Responsibilities

• Open and maintain customer accounts by recording account information, and ensuring the customer understands the benefits of their memberships
• Manage incoming emails, web chats, tickets and phone calls; provide clear communication back to the customer, sites manager or internal support team, as needed
• Handle complaints, identify and assess customers’ needs, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution to achieve customer satisfaction
• Greet customers warmly, and resolve complaints via phone, email, mail, or social media in a kind manner, go the extra mile for the customer
• Process cancelations, upgrades, downgrades, refunds and chargebacks in a timely manner
• Persuade customer to reconsider cancellation and inform customers of deals and promotions
• Actively participate in enhancing the Customer Care processes and procedure

Must-have requirements

• 1-2 years customer support experience, ideally in the car wash industry
• MUST HAVE Zendesk experience
• MUST HAVE CSR EXPERIENCE WITH phone calls, emails and chat 
  
• 1+ year of customer service or call center experience (phone-based support preferred)
• Strong phone contact handling skills and active listening
• Strong computer skills with the ability to learn new programs quickly
• Customer focus and ability to adapt/respond to different types of customers using various communication methods
• Excellent communication and presentation skills both externally and internally
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.