Advocate - ModWash : Job Details

Job Details Job Location : Chattanooga, TN Position Type : Full Time Salary Range : Undisclosed Travel Percentage : None Job Category : Customer Service Description Guest Advocate and Retention Specialist Description: The Car Wash Guest Advocate and Retention Specialist plays a crucial role in ensuring customer satisfaction, enhancing guest experience, and maintaining long-term relationships with customers at a car wash facility. The primary focus is on providing exceptional service, addressing customer concerns, and encouraging repeat business through retention strategies. Responsibilities: The Car Wash Guest Advocate and Retention Specialist, you will be responsible for providing outstanding customer service, building relationships with guests, and ensuring that customers are satisfied with their car wash experience. You will also focus on retaining customers by identifying opportunities to promote loyalty programs, Membership services, and addressing guest concerns effectively. Qualifications Qualifications: High school diploma or equivalent (some positions may require post-secondary education). Previous experience in customer service or sales, preferably in the retail or hospitality industry. Strong communication skills with the ability to interact with a wide variety of customers. Ability to work in a fast-paced environment while maintaining a friendly and approachable demeanor. Strong problem-solving skills and the ability to remain calm and professional when dealing with difficult situations. Experience with Customer Relationship Management (CRM) tools or point-of-sale systems is a plus. A proactive attitude with the ability to up-sell and promote services effectively. Flexibility in scheduling, including weekends, evenings, and holidays Position Requirements : Customer Engagement and Support : Greet guests virtually (via chat, phone, or email) as they inquire about car wash services, providing clear and helpful information about available packages, membership, and membership options. Address and resolve any guest concerns or complaints in a professional, empathetic, and timely manner through digital communication channels (email, live chat, or phone). Explain the benefits of different car wash packages remotely, guiding guests through options and helping them make informed decisions. Listen actively to guests needs and preferences through remote interactions and offer tailored recommendations for car wash services that best suit them. Maintain a friendly, approachable, and helpful tone in all remote communications, ensuring a welcoming virtual environment that encourages guest loyalty and satisfaction. Retention and Loyalty : Implement strategies to drive customer retention, including promoting membership programs, discounts, and seasonal offers. Follow up with guests to ensure satisfaction and to encourage feedback on their experiences. Identify opportunities to re-engage inactive customers through email, phone, or in-person communications. Track and analyze guest feedback, identifying patterns or areas for improvement. Sales and Upselling : Drive sales by upselling premium services such as waxing, detailing, or additional exterior/interior cleaning packages. Encourage customers to enroll in membership services or loyalty programs. Promote seasonal offers and special promotions to increase guest visits. Administrative Tasks : Maintain accurate guest records, including contact information, service history, and membership status. Process payments and manage transactions accurately. Report on customer feedback and retention metrics to management. Team Collaboration : Work closely with the car wash team to ensure consistent and high-quality service delivery. Collaborate with the management team to improve service offerings and customer satisfaction. Perform other related duties as assigned Physical Requirements: Ability to work outdoors in all weather conditions and seasons (heat of the summer, cold of the winter) Be on your feet for extended periods of time/ the entire work shift Physically able to bend, stoop, squat, kneel, reach, step to perform job duties Ability to carry, lift, push, pull, and move up to 50 pounds Alert and able to maneuver around moving vehicles and equipment Safely climb and maneuver a 12ft ladder Respond quickly to sounds Move safely over uneven terrain and in confined spaces See clearly and respond to dangerous situations Must have the ability to be mobile and engaged with all ModTeam members and customers at pay station, tunnel entrance, and vacuum lot Who you are : Confident : I project a professional image and positive energy. I take ownership of the cleanliness of the property. I am passionately focused on self-improvement and learning. I represent the ModBrand with pride. Safety Driven : I am committed to following processes to ensure the safety of all. I take action if I see unsafe conditions or behavior. I avoid distractions and strive for excellence in my workmanship. I am protective of company resources and materials. Efficient : I recognize my customers time is a luxury. I have a massive sense of urgency. I will provide accurate and timely information. I am mentally present and focused. I am organized and prepared. Guest Obsessed : I get guests comfortable by smiling, making eye contact, and offering amenities. I will deliver mind blowing customer service by using my imagination. I have a Servants Heart and will create great memories. I show that I care by expressing my intentions. Uphold the company ModKeys at all times: Experience I get guests comfortable by smiling, making eye contact, and offering amenities. I will deliver mind blowing customer service by using my imagination. I have a Servants Heart and will create great memories. I show that I care by expressing my intentions. Efficiency I recognize my customers time is a luxury. I have a massive sense of urgency. I will provide accurate and timely information. I am mentally present and focused. I am organized and prepared. Safety I am committed to following process to ensure the safety of all. I take action if I see unsafe conditions or behavior. I avoid distractions and strive for excellence in my workmanship. I am protective of company resources and materials. Image I project a professional image and positive energy. I take ownership in the cleanliness of the property. I am passionately focused on self-improvement and learning. I represent the ModBrand with pride. ModWash provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics. Job Types: Full-Time