Customer Care Associate

6 hours ago

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Wash Cycle Laundry

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Description

• Presenting a friendly, dependable, and upbeat face of our team to business customers. • Use Zoom to manage email, SMS, and phone customer support for Wash Cycle Laundry in the Boston, Philadelphia, and Washington DC areas. • Communicate effectively in Spanish and English with Wash Cycle’s business and institutional customers, supervisors, and coworkers, including Laundry Team Members (production staff) and Delivery Route Managers (delivery drivers) regarding status, ETAs, and operational issues. • Telling customers hard truths nicely. • Assign appointments to delivery staff using dispatching or ERP software, while communicating with management, production, and drivers to keep the software up to date. • Maintain customer information in Wash Cycle’s online customer relationship management (CRM) / ERP software. • Other tasks as required by the business.

Requirements

• Advanced verbal/written proficiency and effective communication skills in Spanish and English. • Comfort handling time-sensitive issues — almost all our deadlines are less than 24 hours away, and by the time customers call, they may expect answers within minutes or hours. • Keeping a solutions-oriented mindset ("Plan A isn't working, what's Plan B and Plan C?") even when sometimes customers want to play the blame game. • Advanced proficiency navigating web applications like CRM systems. • At least two years of admin and/or customer service experience preferred. • Familiarity with customer relationship management (CRM) software preferred. • Detail-oriented and accurate. • Curiosity and eagerness to learn new things.