Customer Care Specialist II

Are you passionate about helping others and delivering standout service

Tagg-N-Go Car Wash is looking for a Tier II Customer Care Specialist to play a vital role on our Customer Care Team.

In this position youll support guests through phone email text and chatresolving inquiries managing concerns assisting with account needs and partnering with our site teams to ensure a seamless and positive experience. This role is perfect for someone who thrives in a fast-paced environment and loves turning challenges into exceptional customer moments.

Be part of a team where your impact goes far beyond daily tasksyour work helps build loyalty boost satisfaction and support our companys growth. Were a people-focused business that just happens to wash cars and together we make every day shine. Ready to make a difference Lets do this!

Why Youll Love It Here

• A Customer-Centric Role with Real Impact
  Youll play a vital role in guest satisfaction retention and brand loyaltyyour work directly shapes how guests feel about Tagg-N-Go.
• Competitive Pay: Base pay: $19$21 per hour (DOE). Bilingual pay differential: Employees who demonstrate Spanish proficiency and use it in their role may earn an additional $1/hour.
• Growth Opportunities: Leadership development career advancement paths and ongoing learning opportunities.
• Comprehensive Benefits: Paid Time Off (PTO) Health Insurance Employee Assistance Program (EAP) Dental Vision Health Savings Account (HSA) Matching 401(k) Free Car Wash Pass for two household vehicles and Tuition Reimbursement after 6 months.

What Youll Do

Guest Support Across All Channels

Deliver high-quality support across multiple platformsfast friendly and accurate:

• Phone Support (Inbound & Outbound): Answer and place follow-up calls resolve concerns and document outcomes.
• Support Tickets: Categorize resolve and close tickets promptly with proper detail.
• Email Support: Respond with professionalism clarity and accuracy to service billing and membership inquiries.
• Text Messaging Support: Provide quick helpful responses to guests through SMS.
• Special Projects: Assist with saving footage for incidents supporting fleet/business accounts and other assigned initiatives.

Maintain empathy professionalism and service excellence in every interaction.

Membership & Account Management

• Support passholders with billing questions plan changes cancellations and account troubleshooting.
• Investigate account history across systems to resolve discrepancies.
• Proactively identify recurring account issues and recommend process improvements.

Reputation Management & Reviews

• Monitor and respond to online guest reviews (e.g. Google).
• Resolve concerns quickly and professionally to protect and elevate brand reputation.
• Share review trends with leadership to support service improvements.

Fleet Dealership and Business Account Support

• Assist business customers with wash card programs billing concerns and account setup.
• Coordinate with internal partners (Fleet Account Manager Operations Leaders) to ensure smooth experiences.
• Support dealership and fleet partners with professionalism and reliability.

Incident Support & Special Projects

• Locate save and document camera footage for damage claims disputes and escalations.
• Support initiatives like system migrations new tool rollouts training content creation and process improvements.
• Partner cross-functionally with operations support and technology teams.

Conflict Resolution & Escalations

• De-escalate challenging guest situations confidently and calmly.
• Provide feedback and recommendations to leadership to reduce risk and improve service quality.

On-Site Support (Occasional)

• Periodically work on-site to understand operations and guest flow.
• Support site teams during process changes.
• Must be able to stand for extended periods as needed.

Required Qualifications

• 13 years of customer service experience in a fast-paced environment.
• Multi-channel support experience (phone email ticketing SMS) preferred.
• Strong conflict-resolution troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to remain calm and solutions-focused under pressure.
• Quick learnercomfortable navigating new apps systems and workflows.

Position Details

• Full-Time Preferred Non-Exempt
• In-office position
• Occasional on-site work required
• Ability to lift carry push or pull up to 25 pounds
• Close vision required
• Availability for occasional Saturday shifts as part of a rotating schedule

Ready to Join Us

Apply today and be part of a team where your work truly matters. Youll be supported challenged and given opportunities to growwhile helping guests and site teams have the best experience possible at Tagg-N-Go.