Claims Processing & Resolution
Unlimited Customer Support / Call Queue
Customer Feedback / Complaint Resolution
Support the CSM & CSD
Additional administrative responsibilities
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...
Create lifetime customers by delivering IT WOWevery time.
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
Quick thinking and decision making
Strong Multi-Tasking skills
Ability to debate when being challenged
Proper phone etiquette
Must have think skin and handle pressure well
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, desktop, network, pc, service, support, systems administrator, technical support specialist, technician, technology