Customer Service Advisor, Rockville

Customer Service Advisor

30 Days Old

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. Do not include any medical or health information in this email. The Human Resources team will respond to your email promptly.

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: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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Location:: Rockville
Job Type:: PartTime

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