Guest Experience Specialist

Customer Experience Specialist

The Customer Experience Specialist will serve as the voice of New Day Car Wash across all customer touchpoints, ensuring every interaction reflects our commitment to friendly, efficient, and solutions-driven service. This role manages inbound customer communication, membership support, and CRM case resolution while actively protecting and enhancing the New Day customer experience.

This team member will oversee customer inquiries across multiple locations, respond to digital reviews, and service customers through our CRM platform. They will play a key role in identifying trends, improving satisfaction, and ensuring every customer interaction aligns with New Day’s brand standards.

Working closely with Operations and Marketing, the Customer Experience Specialist helps ensure that every guest feels heard, valued, and confident in choosing New Day Car Wash.

Key Responsibilities

Customer Communication & Support

• Serve as the primary point of contact for inbound customer calls, email, and digital channels across multiple locations
• Manage membership cancellation requests with a retention-first mindset, presenting downsell options and personalized solutions before processing cancellation
• Conduct win-back outreach to recently canceled members, identifying opportunities to re-engage and drive membership growth

CRM & Case Management

• Manage and resolve customer cases through the CRM platform in a timely manner
• Track open issues, follow up as needed, and ensure complete resolution
• Identify recurring issues and communicate insights to Operations and Marketing teams

Reputation Management

• Monitor and respond to customer reviews across Google, Yelp, and social platforms
• Ensure all responses are professional, timely, and aligned with New Day’s brand voice
• Support service recovery efforts by addressing negative feedback and turning experiences around

Community Partnerships & Outreach

• Support the Brand Manager in coordinating local fundraisers, school partnerships, and community events.
• Communicate with community partners, help prepare materials, and assist in event logistics.

Operational Support

• Maintain internal logs for claims, inquiries, and follow-up actions
• Provide feedback to Operations regarding opportunities to improve guest experience or communication.
• Assist with special projects, reporting, or process updates as needed.

Skills/Qualifications

• 2+ years of experience in customer service driven role, including but not limited to: call center support, retail management, online customer support, event coordination, etc.
• Strong communication skills with a professional and empathetic approach
• Experience using CRM systems and managing customer cases preferred
• Ability to multitask and prioritize across multiple locations and communication channels
• Strong attention to detail and commitment to follow-through
• A solutions-oriented mindset with a focus on creating positive customer outcomes

What Success Looks Like

• Customers receive fast, friendly, and effective support across all touchpoints
• Consistent, professional communication that reflects the New Day brand
• Timely resolution of customer cases with minimal escalations
• Improved online reputation through thoughtful and proactive review responses
• Clear visibility into customer trends that help improve operations and experience
• A customer experience that builds trust, loyalty, and long-term membership growth

Compensation & Benefits

Compensation

• $15/hour
• Commission on membership sales

Benefits

• 100% personal medical coverage (dependent coverage optional)
• PTO: 15 vacation days
• Company-provided laptop and cell phone or reimbursement
• Professional development and training opportunities
• Unlimited Wash Club Membership for employee
• Company credit card for approved expenses

Required to be Considered: As part of our application process, all candidates must complete a brief Culture Index Survey (10 minutes). Applications without a completed survey will not be reviewed.

Survey Link: https://surveys.cultureindex.com/s/EE5C950000/122588

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person