Customer Care Advocate

Job Description

Job Description

Company Overview

Quick Quack is looking for the Smartest, Kindest, and most Driven Customer Care Advocates to join our team! Quick Quack is recognized as “The Best and Favorite” car wash in every community in which a Quick Quack Car Wash can be found. And we’re still growing!

Quick Quack has also been recognized as a leading environmentally friendly and sustainable company and is one of the best places to work!

Position Overview

Because our AI agents handle routine customer inquiries, our Advocates serve as our high-touch problem solvers. You won't just read scripts or answer basic questions, you will handle complex, escalated account situations across phone and email channels , using sound business judgment, empathy, and critical thinking to deliver tailored solutions.

• Smart: You bring strong business judgment and critical thinking to every interaction. You can easily evaluate complex account issues, interpret policy frameworks, and make balanced business decisions that protect both customer loyalty and company integrity.
• Kind: You genuinely care about helping people. You listen actively, communicate with warmth across phone and email, and excel at turning delicate customer situations into positive experiences.
• Driven: You take real ownership of your performance, your team, and your schedule. You show up consistently for your assigned shift (11:30 a.m. to 8:00 p.m.), thrive in a fast-paced environment, and take pride in being a dependable teammate.

Essential Duties & Responsibilities

• Elevated Problem Resolution: Manage inbound phone calls and email communications escalated from our AI agents, delivering clear, empathetic, and definitive solutions.
• Empowered Decision-Making: Apply critical thinking and departmental policy frameworks (including refund and exception guidelines) to make sound financial and account decisions.
• Schedule Integrity & Accountability: Consistently adhere to assigned shift schedules, start times, and break times. Punctuality and reliable attendance are critical, as team operations depend on full shift coverage.
• Real-Time Collaboration: Utilize internal communication tools (such as dedicated Microsoft Teams support channels) to collaborate with leadership and resolve live customer issues efficiently.
• System Accuracy: Efficiently navigate CRM databases and phone systems to document interactions cleanly, process plan adjustments/cancellations, and execute accurate adjustments.
• Continuous Growth: Participate constructively in Quality Assurance (QA) reviews and active coaching sessions to refine communication skills and policy execution.

Qualifications & Requirements

• Full-Time Availability: Scheduled regular shift is 11:30 a.m. to 8:00 p.m. with 2 days off. We are open 7 days a week.
• Training Requirement: Must complete 3 full weeks of on-site training on a morning shift (8:00 a.m. to 4:30 p.m.) prior to transitioning to your regular shift and hybrid model.
• High Dependability: Proven track record of outstanding attendance, time management, and schedule adherence.
• Communication Skills: Exceptional oral communication for phone calls and outstanding written communication for professional email interactions.
• Problem-Solving & Judgment: Ability to evaluate edge cases, balance policy with empathy, and make sound, defensible business decisions.
• Technical Proficiency: Experience with Microsoft Office (Outlook, Excel, Word) and comfort working alongside automated ticketing/CRM software.
• Experience: 1+ years of customer service or contact center experience preferred. Spanish bilingual is a plus ($1/hr differential upon testing).

Compensation & Total Earning Potential

• Starting Base Pay: $16.00 / hour ($17.00 / hour for Spanish bilingual).
• Performance Bonus: Monthly bonus up to $500 based on performance and quality metrics (adds up to ~$2.88/hr equivalent) .
• Effective Earning Potential: Up to $18.88–$19.88+/hr with monthly performance bonuses.
• Merit Growth: Eligible for up to $2.50/hr in pay increases in your first year.

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