Customer Service Advisor - Express

Customer Service Advisor - Express

JOB TITLE: Customer Service Advisor

FLSA STATUS: Non-Exempt

JOB STATUS: Full Time or Part Time

LOCATION: Site

REPORTS TO: Site Manager, Assistant Site Manager, or Lube Manager (varies based on business need)

DIRECT/INDIRECT REPORTS: None

EFFECTIVE DATE: 6/1/2025

Position Overview

The Customer Service Advisor (CSA) at Spotless Brands is the first point of contact for guests and plays a critical role in delivering a best-in-class customer experience. This position is ideal for sales- and service-oriented individuals who thrive in fast-paced environments, enjoy connecting with people, and are passionate about helping customers choose services that best meet their needs. The Customer Service Advisor will engage directly with customers at car wash and/or lube center entry points such as at the kiosk to educate customers on available services, overcome objections, and drive membership and package sales.

Essential Functions (Other Duties as Assigned)

• Greet every customer with enthusiasm and a warm, welcoming attitude at the point of entry (kiosk, tunnel entrance, or other customer touchpoints)
• Identify customer needs through open-ended questions and active listening
• Educate customers on available wash and detail packages, highlighting features, benefits, and value
• Educate customers on available lube/car preventative maintenance packages, highlighting features, benefits, and value (select lube center locations only)
• Promote and sell memberships, including Fast Pass and Unlimited programs
• Present and explain current promotions and incentives to encourage additional purchases
• Assist customers with payment transactions at the kiosk and answer general inquiries
• Overcome objections with professionalism and empathy to guide customers to the best solutions
• Maintain a clean, safe, and organized work area, and report any safety or maintenance concerns
• Collaborate with site team members to ensure smooth and efficient site operations including all necessary duties- varies by business needs
• Performs routine cleaning and maintenance tasks including but not limited to pit cleaning, vacuum bag/station cleaning, tunnel upkeep, dumpster cleaning, and removal of debris, to ensure a safe, clean, and operational car wash environment
• Performs duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep
• Perform other duties as assigned to support the team and site performance

Education and Experience

• High School Diploma or equivalent preferred, not required
• Prior customer service or sale experience preferred, not required
• Must be able to successfully pass a background check in accordance with company policies and applicable laws
• Must be at least 16 years of age (or older where required by law or safety regulations)
• Valid driver's license preferred (may be required depending on location and responsibilities)

Knowledge, Skills, and Abilities

Knowledge

• Basic understanding of customer service principles and practices
• Familiarity with point-of-sale systems
• Awareness of Spotless Brands' wash services, detain offerings, and membership options
• General knowledge of company policies and operational procedures

Skills

• Excellent communication skills, including active listening and clear, persuasive speaking skills
• Strong customer service and people skills; ability to build rapport quickly
• Sales-minded with the ability to highlight value and drive conversions
• Effective organizational and time management skills
• Ability to multitask in a fast-paced, customer-facing environment

Abilities

• Ability to work independently while remaining team focused
• Ability to remain calm and professional under pressure or high-volume periods
• Ability to adapt communication style to meet different customer needs and personalities
• Ability to operate or learn to operate point-of-sale and kiosk systems
• Physical ability to stand for extended periods, interact with customers outdoors, and perform routine site tasks
• Ability to work flexible hours, including evenings, weekends, and holidays

Physical Requirements

• Ability to walk, stand, and move, often uneven, moving and/or wet surfaces through site for several hours at a time
• Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
• Ability to twist, carry, reach, push, and pull frequently
• Ability to lift and carry 50 pounds without assistance for work-related materials
• Ability to work outdoors and be efficient in all weather conditions
• Ability to work on your feet in a fast-paced, physically active environment
• Must be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
• Use of personal protective equipment (gloves, eyewear, etc..) as required
• Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting. Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E-Verify to check employment eligibility.