Website Automatic Laundry Services Co., Inc.
Automatic Laundry is seeking a Bilingual Customer Care Associate to take responsibility for managing relationships with our broad base of customers (apartment and condo residents, property owners, college staff and students and other institutional customers) who outsource their community laundry rooms to Automatic Laundry or have purchased equipment from Automatic Laundry. The Customer Care Associate is part of a team that directly impacts Automatic Laundry’s mission of providing superior service solutions.
In this role, the Customer Care Associate handles a high volume of service-related customer calls and provides cross-functional support for our Operations team. This individual will serve as a main point of contact for current customers to discuss equipment service needs, provide assistance to customers having laundry card issues and direct customers to other departments when needed.
Thoroughly and efficiently gather customer information and fulfill customer needs, educate the customer where applicable and anticipate future questions to prevent the need for additional contacts, and document interactions systematically in NAV database.
Provide high quality customer service and support in a variety of areas including, but not limited to equipment repair needs. Identify the address of where the customer is calling from, the location of the laundry room, the machine number and specifics on the machine issue.
Professionally assist residents on how to use the laundry card system at their property including obtaining a laundry card, account creation and adding value to their card at the add value machine or online.
Promptly assist customers who have lost money and are seeking a refund.
Resolve customer complaints involving clothing damage from our equipment.
Work as a liaison between customers and our Operations team, which includes summarizing customer feedback and issues to help manage prioritization of work.
Ability to manage escalated cases with professionalism.
Resolves user or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Keep accurate and detailed records of discussions and correspondences with customers.
Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Utilizes keen problem solving skills to make sound decisions in assessing the needs of the customers by giving accurate information and providing single call resolution.
Maintains a high level of working knowledge about our products and processes.
+1 year relevant experience in a customer service role is required.
This role will have a Monday through Friday 8:00 a.m. to 5:00 p.m. schedule.
High enthusiasm and interest working directly with customers and solving customer problems.
Excellent verbal and written communication skills in English; high comfort level receiving inbound and outbound communications via phone and email.
Strong organization skills and attention to details.
Interpersonal skills with ability to work both independently and within a team environment.
Strong proficiency with Microsoft Office.
About Automatic Laundry
For more than 50 years, Automatic Laundry has been and remains a local, independent, and family owned and operated business serving the college and multi-family housing markets. We pride ourselves on direct relationships with our customers because we live and work in the same communities they do. Automatic Laundry is home to a knowledgeable sales and service team equipped to best serve your property’s unique needs. Our most important relationships are with our customers. Our face-to-face approach to building relationships and trust while being held accountable are at the core of everything we do each day.
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