Customer Service Representative

Company:Take 5 Oil Change

We invite you to join us at Take 5!

Take 5 Oil Change is your neighborhood go-to oil change spot. We've been doing this for over 35 years now and we pride ourselves in our friendly technicians, our oil change expertise, and our efficient process that gets you on your way safely and swiftly. All while letting you stay in the comfort of your car or truck while we change your oil.

We're always looking for friendly and energetic team members to join our family. Technicians, managers, and more positions are available across the country. With our Pit Tech to President growth path, Take 5 is where you can invest in yourself while we invest in you.  In fact, over 90% of our field leaders are internal promotions!

JOB DESCRIPTION:

The Customer Service Representative is responsible for providing timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. This role will process customer orders, bills and accounts, and applications for service, maintenance and termination.

They will troubleshoot and resolve customer complaints using deescalation tactics along with general customer service resolution tactics. Work within basic Microsoft Office applications such as (Team, Word, Excel, Powerpoint, etc) as well as be able to learn and operate in our Zendesk ticketing platform to log incidents. You will be responsible for communicating with customers over the phone or via email and participating in meetings with the customer service team to develop new strategies.

Key Responsibilities

Support the Overall Take 5 Oil Change Brand Field Operations Team through our Five9 phone system platform and is a remote position. Must have good and direct internet connection.

• Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
• Open, maintain, and solve Customer Care tickets by recording issues and account information
• Using computer technology. manage large amounts of incoming emails and calls in a timely manner
• Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Leverage scripts for email and phone conversations to properly represent the company voice and tone
• Answer questions about damage claims and escalate to the proper manager to bring them to closure
• Prioritize tickets effectively
• Flexibly handle changes in policies or procedures

Qualifications/Skills

The following offers an aspirational view of the ideal candidate profile.

• Proven customer support experience, ideally in the automotive industry
• Strong phone contact handling skills and active listening
• Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, Etc.
• Customer-focused and able to adapt/respond to different types of customers
• Excellent communication and presentation skills both externally and internally
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
• Bilingual in English/Spanish is a plus.
• Hours will likely be 10 am - 7 pm with an hour lunch - Must be willing to work weekends.

Key Competencies

• Customer-first focused mindset
• General Customer Service and Customer Resolution skills
• Basic Microsoft Office knowledge and application
• Strong Organizational and follow-through Skills
• Strong Communication skills with Customers

Position Location:

North Carolina

Compensation Range:

$14.10 - $25.10

Compensation Frequency:

Annual

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com

Get early access to 50% of your earned wages at any time through our myFlexPay program.