Customer Experience Manager

LUV Car Wash was founded in Sept of 2021, and we have rapidly grown to over 70 locations in 6 states, including CA, NV, FL, GA, PA, and NJ. We are looking to add a Customer Experience Manager to our growing team to help us continue our mission to become the best car wash in the industry. Our team is close-knit, hardworking, talented, and we LUV what we do.

Benefits:

401K match

Health Benefits/HSA

Vision

Dental

Life insurance

Vacation

Sick Time

Employee Discount program

EAP

General Summary of Duties:

LUV Car Wash is currently seeking a highly motivated and organized, customer-centric leader with excellent communication skills for our Customer Experience Manager role. The position will be responsible for managing escalated customer interactions, including our damage and injury claims processes. In addition, this role will work with our Customer Service and Online Customer Review partners to continue to evolve our interactions across our various online platforms (Yelp, Google, and others) and ensure best in class support via all modes of Customer Support (Phone, Chat, and Email). This role requires agile thinking, the ability to problem solve and the ability to maintain professionalism while addressing customer feedback.

Reports to: Customer Experience Manager

FLSA Status: Exempt

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer

Occasional prolonged periods of walking/standing.

Must be able to lift 15 pounds at times.

Responsibilities:

This is a full-time, in-office position based at our Support Center in Gilbert, Arizona. Some U.S. travel may be required.

• Develop/Enhance Escalated Customer Interaction Process.
• Manage and evolve Customer Damage Claim/Injury Reporting Procedures.
• Create Weekly Cadence with Field Leadership down to Site Level to work through said reporting.
• Monitor, engage as needed w/ customer reviews on Yelp, Google, Social Platforms, & more.
• Collaborate with Field Operations, Leadership, and Customer Support Partners to ensure any customer issues identified are resolved effectively.
• Track and analyze trends in customer feedback to help improve our products and services.
• Maintain a positive online reputation for the company by encouraging satisfied customers to post their positive experiences.
• Ensure that the company's online presence is consistent with its brand image and values.
• Other duties as required.

• Proven experience in a Customer Service/Support Leadership Role.
• Highly organized, with excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to empathize and build relationships with customers.
• Deep familiarity with social media platforms + online review sites.
• Experience responding to & managing online reviews is a plus.
• Proficient with Computer (PC/MAC) and related software applications (MS Office, G-Suite, Adobe, etc.).
• Ability to manage sensitive customer information, confidentiality.
• Bilingual is a plus.
• Bachelor's degree preferred