technician | Full Time Customer Support Specialist in Fishers, IN

Full Time Customer Support Specialist

  • Crew Carwash
  • 11781 Commercial Dr
  • Fishers, IN 46085
  • Full-Time
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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, desktop, network, pc, service, support, systems administrator, technical support specialist, technician, technology

* 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.