Franchise Guest Experience Representative

Tommy’s is looking for a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority. Candidates must also display excellent communication skills via phone and written messages.

What can Tommy's offer you?

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

Position Responsibilities:

• Answer guest account questions through phone, email, social media, and instant message
• Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank
• Support digital marketing team by responding to social posts and reviews in a timely manner
• Log calls in ticketing system for escalation, additional support and client records
• Document issues with Tommy Club phone app appropriately for the software development team and provide follow up to ensure all technology is functioning to support guest needs
• Create marketing codes for site locations to support soft opening, grand opening and continued promotions
• Create a positive, energetic, solution-focused environment that enhances guest experiences
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Position Qualifications & Candidate Attributes:

• High school diploma or GED required, associates or bachelor’s degree a plus
• Spanish and/or Canadian French language skills greatly preferred but not required
• Experience performing extensive research to resolve complex customer inquiries
• Ability to quickly learn and understand proprietary technology/equipment and effectively communicate about technical terms
• Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences
• Display excellent communication skills via phone and written messages
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments via oral and written communication
• Strong organizational and time management skills; ability to multitask and prioritize workload 
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

Work Environment and Physical Demands:

This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. Guest Services hours are Monday through Sunday from 8:00am - 8:00pm This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no travel expectation.

To successfully perform the essential functions of this job, team member must be able to:

• Work and commute in all weather conditions
• Able to effectively communicate (orally and written), listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Requires frequent and repetitive use of hands and fingers for keyboarding, data entry, navigating software systems, preparing written communications, and documenting guest interactions throughout the workday
• Work in a fast-paced environment where they will often be multitasking
• Move about inside the office to access standard office equipment
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Remain in a stationary position 50%+ of the time, alternating between sitting and standing
• Ability to move and lift up to 30 pounds
• Drive between company locations and/or vendors or suppliers as needed while on job

Overview of Tommy Enterprises Companies:

Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy’s Express Operations consists of a number of corporately owned Tommy’s Express car wash locations across the country.  This is a quickly growing operation with intentions to open or acquire 3-5 new locations per year through the launch of Tommy’s Express Capital, a new private fund strategy.

Tommy Car Wash Systems (“TCWS”) is the power behind our Tommy’s Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy’s Express and Tommy Car Wash Systems make up the Tommy’s Corporate brand, headquartered in Holland, MI.