Guest Services Dispute Analyst

Tommy’s is looking for a highly organized, detail-oriented Dispute Analyst to join our team. In this role, you will be responsible for investigating guest payment disputes, gathering and analyzing account information, and preparing comprehensive, fact-based responses for financial institutions.
Success in this position requires strong analytical thinking, attention to detail, and the ability to gather information from multiple sources to build a clear and accurate timeline of events. Because dispute decisions are made by financial institutions, thorough documentation and objective, evidence-based case preparation are essential.
This role will also be cross-trained as a Guest Service Representative to provide guest and wash-location support during peak periods.
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:

Collaborate with the Guest Services team to investigate and resolve payment disputes and chargebacks submitted through banks and credit card companies.
Review guest accounts, transaction history, membership details, mobile app activity, and internal systems to analyze each dispute against available account data and company records.
Build clear, organized, and compelling dispute cases supported by factual documentation and evidence.
Prepare and submit dispute responses within required deadlines.
Maintain accurate records and documentation throughout the dispute lifecycle.
Monitor dispute trends and identify opportunities to reduce future chargebacks.
Ensure all work complies with company policies and financial institution requirements.
Remain objective and professional when reviewing guest claims, focusing on facts rather than emotion or opinion.
Provide peak-period support as a Guest Service Representative, handling phone calls, chats, and other guest communications regarding account, billing, membership, and wash-related inquiries, and supporting wash locations with account research and membership support.
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.
Minimum of 2 years of experience in guest services, account support, administrative support, banking, collections, fraud prevention, claims processing, dispute resolution, or another detail-oriented role involving investigation and documentation.
Friendly and service-oriented with a commitment to delivering exceptional guest experiences.
Strong analytical and critical-thinking skills, with the ability to investigate issues, identify patterns, and make sound, fact-based decisions.
Ability to respond effectively to immediate priorities and changing business needs.
Strong computer skills, including proficiency in Microsoft Office (Outlook, Word, Excel, and Teams), and the ability to quickly learn new software and database systems.
Excellent written and verbal communication skills, with the ability to create clear, organized, and factual documentation.
Experience handling payment disputes, chargebacks, banking claims, or merchant services.
Experience reviewing transaction histories, account records, or digital activity to investigate guest concerns.
Familiarity with mobile applications and web-based software platforms.
Detail-oriented with strong organizational and time-management skills, able to multitask and manage multiple priorities, cases, and deadlines in a fast-paced environment.
Ability to maintain professionalism and objectivity when handling challenging guest situations.
Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
High level of integrity and dependability with a strong sense of urgency and results-orientation

Views guest care as a top 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 and our Guest Services hours are Monday through Sunday 8:00am – 5:00pm. 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, 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
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.