Customer Service Agent

Chemical Guys is currently seeking a dedicated and enthusiastic Customer Care Agent for our call center operations. Reporting directly to the Supervisor of Customer Care, the ideal candidate will have the responsibility of handling phone and email inquiries from consumers, providing accurate responses, and ensuring that customer concerns are addressed in a timely fashion.

Position Description:

• Respond to customer inquiries, questions, complaints, and troubleshoot issues with products or services.
• Accurately document customer interactions within our CRM system.
• Comply with all Customer Care objectives, performance standards (metrics/KPIs), and policies.
• Stay up to date with our products to provide the best possible customer experience.
• Any other duties or responsibilities assigned by the Supervisor of Customer Care to support the success of the Customer Care team and the overall business goals of Chemical Guys.

Required Skills:

• At least 3 years of experience in a Customer Service role within a call center or Direct-to-Customer (DTC) Customer Service environment.
• Experience with CRM systems and other Customer Service software.
• Proficiency in translating thoughts and discussions into formal written and verbal communications.
• Ability to consistently meet or exceed assigned targets.
• Strong interpersonal skills and ability to work with diverse teams and customers.
• Strong organizational skills, and ability to multi-task, prioritize, and manage time effectively.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Positive attitude, self-motivated, professional demeanor and results-oriented.
• Ability to comfortably engage in difficult conversations.
• Flexible availability to work varying shifts, including weekends and holidays, as needed.
• Possess strong de-escalation skills, including proven conflict resolution abilities, excellent communication and active listening skills, and a patient and empathetic demeanor.
• Must be able to effectively communicate in English
• Bilingual in Spanish is a plus

3 months:

• Complete all new agent training and product familiarization assignments
• Proficient in CRM and Telephone software.
• Familiarize oneself with troubleshooting guides and resources.
• Able to respond to most customer inquiries, questions, and complaints, as well as troubleshoot issues with products or services (calls and emails) with little to no assistance

6 months:

• Understand and meet all Customer Care objectives, and performance standards (metrics/KPIs)
• Achieve a consistent reduction in response time for customer inquiries.
• Increase the percentage of customer issues resolved during the initial contact.
• Deepen understanding and knowledge of products.
• Demonstrate the ability to handle a progressively higher percentage of customer interactions independently

12 months

• Capable of independently suggesting discounts or reimbursements with confidence.
• Subject matter expert on our products and usage.

Job Type: Full-time

Pay: From $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years
• 3 years

Shift:

• 8 hour shift
• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Experience:

• Customer service: 2 years (Required)

Work Location: In person