Parts & Warranty Support Representative

Parts & Warranty Support Representative
The Parts & Warranty Support Representative is the main contact point for Tommy’s Express Franchise sites and private branded sites. This representative will help answer questions about orders, returns, car wash parts, detergents, warranty process and assist Customers with any other car wash needs. The Client Services team also processes RMA’s.
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 with Merrill Lynch
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 and triage incoming calls and tickets across multiple communication channels (phone, email, ticketing system), quickly assessing urgency and routing accordingly
Navigate and cross-reference multiple computer-based systems simultaneously to research parts, verify inventory, and pull up customer and order records in real time
Communicate with customers about their part needs and place accurate orders, using critical thinking to diagnose the correct component when requests are incomplete or unclear
Read and interpret blueprints, schematics, and technical part diagrams to identify the right parts and confirm compatibility before placing orders
Guide customers through the return process from start to finish, problem-solving to resolve discrepancies and keep the transaction moving
Work with customers and vendors to facilitate warranty claims, gathering technical documentation and coordinating across systems to support each claim
Field and resolve customer questions regarding order status, communicating clearly and professionally at every touchpoint
De-escalate frustrated franchisees and customers with a calm, solutions-focused approach, maintaining composure and thick skin under pressure
Facilitate smooth handoffs with other departments, communicating context clearly so the customer experiences a seamless interaction
Collaborate with customers and the internal team on rush orders, exercising sound judgment to prioritize and expedite under tight timelines
Progress into weekend emergency coverage, independently troubleshooting and resolving time-sensitive issues
Partner with the internal team to drive process improvement, document work instructions, and identify pain points through analytical, detail-oriented thinking
Other duties as assigned; duties and responsibilities may change at any time with or without notice

Position Qualifications & Candidate Attributes:

High School Diploma
2 years of experience within Customer Service
Strong communication skills
Forklift Experience is a plus
Car Wash knowledge preferred
Technical savvy and proficient in Microsoft Office; experience within database systems a plus
Excellent written and oral communication skills
Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
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:
This job operates in an office environment. Office hours are Monday - Friday from 8:00am - 5:00pm, and our Client Service hours are Monday - Friday from 8:00am - 5:00PM then Saturday from 9:00am - 3:00pm. We are currently hiring for Monday through Friday 8:00am to 5:00pm with a Saturday rotation.
Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors.
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

Company Overview:
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.