Customer Success Representative

Job description

Description The Customer Success Representative serves as the frontline representative for Autowash. They handle customer calls, texts, chat inquiries, and other omni-channel systems while following structured logic flows and scripts. Their primary function is to help customers quickly while providing accurate solutions and information. Representatives support customers using automated tools and ensuring every customer interaction is documented cleanly and consistently. At Autowash, we value a supportive, hands-on team environment where people work side-by-side to solve problems and keep our operations running smoothly. Because of this, remote or hybrid work is not available for this position. This position is an in-person role. Sunday through Thursday, 9am to 6pm. - Respond to incoming SMS, text, and phone calls. - Use approved scripts, logic flows, and troubleshooting guides. - Provide friendly, concise, and accurate information. - Resolve common issues independently (billing updates, app setup, access issues). - Identify when to escalate complex cases to Team Leads or Operations. - Trigger next-step cadences when appropriate. - Properly tag all conversations (intent + outcome)....