Senior Customer Care Specialist

Description

Be the voice of calm, the master of resolution, and the champion of customer loyalty.

About the Role

Are you a confident communicator with a talent for turning tough conversations into meaningful solutions? Do you thrive on solving problems, calming tension, and delivering excellent service — even in high-stress situations?

As a Senior Customer Care Specialist, you’ll be on the front lines of our customer service and incident response efforts. Whether it’s an outbound or inbound escalated call, a damage claim, or a complicated membership issue, you’ll handle it all with professionalism, empathy, and Tagg-N-Go-level energy.

This role is ideal for someone who’s equal parts investigator, problem-solver, and people-person — and ready to make a real difference.

Requirements

Why You’ll Love It Here

• A Role with Impact: Be the go-to person for escalated customer issues, damage investigations, and account concerns — making sure every customer walks away satisfied.
• Competitive Pay: $20–$25/hour to start, with flexibility based on experience and qualifications.
•  Real Growth Opportunities: Leadership development, career advancement, and skill-building programs to take your career to the next level.
• Free Car Washes? Yep!: Enjoy free car wash passes for two household vehicles, on top of full-time perks.
• Comprehensive Benefits: PTO, health insurance, dental/vision, EAP, HSA, 401(k) with match, and tuition reimbursement after just 6 months.
  

What You’ll Do

Escalated Customer Support & Communication

• Respond to escalated phone calls, emails, and messages with empathy, confidence, and speed.
• De-escalate frustrated customers with a calm presence and clear solutions.
• Assist customers with account issues, billing questions, and passholder concerns.
• Conduct follow-up communication to ensure satisfaction and retention.

Claims & Incident Investigation

• Review video footage, employee statements, and customer reports for damage claims.
• Determine liability and eligibility based on company policies and communicate outcomes clearly and compassionately.
• Accurately document incident reports and resolution details.

 Problem Solving & On-Site Collaboration

• Occasionally work on-site to support field teams, better understand operations, and assist with real-time incidents.
• Coordinate with internal departments (ops, facilities, HR) to ensure quick, fair, and consistent resolution of claims and service concerns.

 Process Feedback & Risk Awareness

• Spot patterns and report recurring issues or feedback to management.
• Contribute to improving service delivery and reducing preventable incidents.
  

What You Bring

• 3–5 years of customer service experience, especially in roles that involve conflict resolution, account management, or incident response.
• Calm under pressure — you keep your cool even when others don’t.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation.
• Experience reviewing data, reports, or evidence to form clear conclusions.
• A team-player attitude with a healthy dose of empathy, professionalism, and humor.
• Willingness to work Saturdays and occasionally spend time on-site.
• Ability to lift up to 25 lbs and stand for long periods when needed.
  

Ready to Join Us?

If you’ve got the confidence to own the tough conversations and the heart to make our customers feel heard, valued, and taken care of — we want you on the team. Tagg-N-Go isn’t just about clean cars. It’s about creating extraordinary customer experiences that stick.