Customer Service Representative HQ

METRO EXPRESS CAR WASH

Customer Service Representative

Support Office | Job Description

Type of Support

Phone, Email, Text, Chat

Work Type and Location

Boise, ID. Hybrid eligible after 90 days

Schedule

Full-Time, 8a to 5p MT, Monday through Friday

Pay

Starting at $22.00 per hour

ABOUT METRO EXPRESS

Metro Express Car Wash is family and veteran owned and has been washing cars in the Northwest since 1969. We run 15 locations across Idaho, Washington, and Montana, and we've built our reputation by doing things the right way. Our core values are Passion for Service, Ownership, and Grit.

ABOUT THE ROLE

Our Customer Service Representatives are the voice of Metro. When a member has a question about their plan, a customer needs help with a charge, or something went wrong at a wash, they reach our team. This is a small office team, not a call center. At Metro Express, we pride ourselves on growing our people through consistent coaching, leadership training, and resources for continued education. A successful candidate is comfortable with web and computer tools and can balance independent work with collaborative work.

YOU'LL BE...

• Providing friendly, positive customer service by phone, email, text, and chat

• The point of contact between our customers and our wash locations for anything that has gone wrong or right

• Managing member accounts: plan changes, vehicle updates, payment info, and cancellations, done right the first time

• Helping customers resolve billing problems and payment disputes

• Retaining members who are looking to cancel, according to training standards

• Informing customers about promotions and memberships in a helpful, non-pushy way

• Routing damage claims and site issues to the right manager and following up until they're closed

• Logging every interaction so the next person who picks up has the full story

• Flagging patterns. If five people call about the same thing, we want to know

YOU'LL STAND OUT IF YOU CAN DEMONSTRATE

• Integrity and dedication to customer service

• Excellent problem-solving and conflict resolution skills

• Superb oral and written communication

• Attention to detail. Account changes have to be right

• Ability to learn new software quickly (POS, member portal, phone system)

• Customer and colleague relationship management

• 1+ years in customer service, call center, retail, or hospitality preferred

• Experience with a membership or subscription business is a plus

Travel is not expected for this position. Applicants must be 18 or older.

BENEFITS INCLUDED WITH FULL-TIME EMPLOYMENT

• Paid Time Off (up to 3.5 weeks in the first 12 months)

• Medical, Dental, and Vision insurance options after 60 days

• Tuition Reimbursement

• 401(k) retirement options after 6 months of service

• Short-term and long-term disability

• Semi-annual uniform allowance

• Employee Assistance Program (EAP)

• Hybrid work eligibility after 90 days, with supervisor approval

• Free car washes!

EEO STATEMENT

Metro Express Car Wash provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.