• Crew Carwash
  • Fishers, IN
  • Customer Service/Call Center
  • Full-Time
  • 11781 Commercial Dr

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Primary Responsibilities
  • Claims Processing & Resolution
  • Unlimited Customer Support / Call Queue
  • Customer Feedback / Complaint Resolution
  • Customer Experience
  • Support the CSM & CSD
  • Additional administrative responsibilities
Position Expectations

Execute the Crews Mission, achieve our Vision and deliver on our Team Member Promise and Values. Your primary responsibility is to ensure that your decisions and your teams relationships with our locations are executing, achieving and delivering on the following...

Crews Mission

Create lifetime customers by delivering IT WOWevery time.

Crews Vision

To be the service industry leader.

Crews Team Member Promise

At Crews Carwash, we recognize that you are the most valuable asset, and our greatest advantage in creating lifetime customers. By listening to you and applying the principles of honesty, trust, and respect, we will help you reach your full potential and ensure the future success of the business.

We will provide a safe, fun, rewarding, team environment with outstanding training and clear expectations, allowing us to achieve our Mission and Vision.

1)Claims Processing Support-
  • Reviews customer claims and assists with making liability decisions.
  • Assists with processing denial letters
  • When liability is accepted ensures timely payment
  • Follows through on customer requests and expectations
  • Reviews estimates to ensure fair and accurate repair cost
  • Negotiates with & challenges repair facilities to ensure fair and accurate pricing
  • Actively focuses on reducing customer damage expenses
  • Identifies damage trends and works with CSM/CSD to address
  • Assists with setting up repairs and rental cars for customers.
  • Handles general customer complaints/questions calls into the office.
  • Assists with any necessary research to determine liability.
  • Focuses on turning around negative customer experiences and creating lifetime customers.
  • Engages in difficult customer conversations with a positive attitude and open mind.
  • Files insurance claims and meets with adjusters to show video evidence
  • Supports the locations with all of their customer service needs
  • Follows through on requests from CSM & CSD
2) Unlimited Customer Support / Call Queue
  • Monitors call queue and jumps in when call volume demands. solo on Sundays
  • Answers customer questions related to billing, policies and available services
  • Exhibit professionalism and confidentiality in dealing with credit card information
  • Use of good judgment in customer service situations
  • Enthusiastically attempts to save customers based on wash usage
  • Cancel unlimited passes and process refunds per company policy
  • Ensures daily completion of wash usage report
  • Unlimited troubleshooting/investigations - billing disputes, pass abuse, vehicle restriction issues
  • Personally check for customer satisfaction during phone calls
  • Take customer complaints and assist with challenging customers
  • Maintains an attitude of Customer Focus
  • Has friendly face to face interactions with customers when they come to the office
  • Address customer complaints from Front Desk, Special Programs, and Locations
  • Follow up with locations that have failed to respond to tickets
  • Provides leadership & sets the example with their performance
3) Miscellaneous office responsibilities
  • Forklift certified for assistance with deliveries
  • Front desk training for emergency coverage when necessary
4) Skills required
  • Exceptional customer service skills
  • Exceptional communication skills both spoken and written
  • Leadership skills
  • Quick thinking and decision making
  • Strong Multi-Tasking skills
  • Detail oriented
  • Ability to debate when being challenged
  • Proper phone etiquette
  • Must have think skin and handle pressure well
  • Likes challenges
  • Positive attitude is a must
5) Work requirements
  • Position will work 5 days/week, Sunday-Thursday
  • Work hours will typically be 8-5 or 8:30-5:30, 40 hours/week

Associated topics: assistance, help, help desk, information technology support, service, support analyst, systems administrator, technical, technician i, technician iii

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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