Customer Care Associate

Remote

Full Time

Mid Level

Founded in Philadelphia in 2010, Wash Cycle Laundry is a commercial laundry service and social enterprise committed to creating a launching pad into upwardly mobile careers. We are also working to push the boundaries of environmental sustainability, adopting cutting-edge green technologies inside the plant and pioneering the use of cargo bikes for urban laundry delivery.

The Customer Care Dispatcher is an important role that supports Wash Cycle Laundry’s hotel, airline and small business linen service. You will work as part of a small team who are the first responders when Wash Cycle Laundry customers call or email us, and then you’ll follow up to ensure that our customers get resolution to their issue. If possible, you’ll take care of their problem then and there. If necessary, you’ll follow up with our operations team, accounting team, or senior management to handle the issue promptly.

Responsibilities

Presenting a friendly, dependable, and upbeat face of our team to business customers.
Use Zoom to manage email, SMS, and phone customer support for Wash Cycle Laundry in the Boston, Philadelphia, and Washington DC areas.
Communicate effectively in Spanish and English with Wash Cycle’s business and institutional customers, supervisors, and coworkers, including Laundry Team Members (production staff) and Delivery Route Managers (delivery drivers) regarding status, ETAs, and operational issues.
Telling customers hard truths nicely. Usually (not always), customers are calling when there is a problem or an urgent need. Our operations team is good, but not magical — sometimes we cannot meet the customer's demands. Whenever we can't, we need to communicate that effectively and nicely.
Assign appointments to delivery staff using dispatching or ERP software, while communicating with management, production, and drivers to keep the software up to date.
Maintain customer information in Wash Cycle’s online customer relationship management (CRM) / ERP software.
Other tasks as required by the business.

Requirements

Advanced verbal/written proficiency and effective communication skills in Spanish and English.
Comfort handling time-sensitive issues — almost all our deadlines are less than 24 hours away, and by the time customers call, they may expect answers within minutes or hours.
Keeping a solutions-oriented mindset ("Plan A isn't working, what's Plan B and Plan C?"), even when sometimes customers want to play the blame game.
Advanced proficiency navigating web applications like CRM systems.
At least two years of admin and/or customer service experience preferred.
Familiarity with customer relationship management (CRM) software preferred.
Detail-oriented and accurate.
Curiosity and eagerness to learn new things.

Compensation and Schedule:

Pay rate: $16.50 - $18.50
Schedule: Weekly schedule from Monday to Friday, with weekends off.
Location: Remote
The position is full time

About Wash Cycle Laundry

Wash Cycle Laundry was founded in 2010. We provide commercial and hotel laundry services to everybody from owner-operated hair salons to global airline and hotel brands. We serve amazing businesses in Boston, Philadelphia, Baltimore, and Washington, DC.

Wash Cycle Laundry is a CORI-friendly, equal opportunity employer and is dedicated to second-chance hiring. Since the business began, we have consistently recruited, hired, and promoted individuals with a background of incarceration, justice system involvement, homelessness, recovery from substance use, use of public benefits, and other significant sources of life disruption.

We look forward to reading your application!

Sobre Wash Cycle Laundry

Wash Cycle Laundry fue fundada en el 2010 como un servicio de lavandería y alquiler de lencería hotelera y comercial. Brindamos servicios de lavandería comercial y hotelera a muchas empresas, desde salones de belleza operados por propietarios hasta marcas globales de aerolíneas y hoteles. Brindamos servicios a empresas increíbles en Boston, Filadelfia, Baltimore, y Washington, DC.

Wash Cycle Laundry es un empleador compatible con CORI que ofrece igualdad de oportunidades y se dedica a la contratación de segunda oportunidad. Desde que nuestra empresa inició, hemos reclutado, contratado y promovido constantemente a personas con antecedentes de encarcelamiento, presencia en el sistema judicial, personas sin hogar, personas en recuperación del uso de sustancias, uso pasado de asistencia financiera por parte del estado y/o cualquier otras situaciones significativas que han podido interrumpir o afectado sus vidas.

Esperamos leer su solicitud!

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