Job description

Have you heard? Dash In, a Wills Group company, is Great Place to Work Certified™! We’re proud of this achievement and our people who make greatness happen. Want to join a company that puts its people first?

Job Purpose and Function

We’re growing! As a member of the Loyalty and Customer Experience team, the Customer Service Representative will drive the company’s success through a passion for going beyond satisfying our customers’ needs in addition to ongoing Dash In and Splash In customer care concerns. You are a strong communicator and problem-solver with a customer service mentality. You possess experience in devising strategic processes to deliver best-in-class service standards around point-of-sale retail and Loyalty programs. You look forward to busy, action-filled days and maintain a positive outlook throughout each day to deliver superior service for all Dash In & Splash In customers. In this role you’ll steadily look for ways to optimize the solution processes and improve how we engage with customers.

How You’ll Make an Impact

Customer Support Operations

• Provide outstanding customer experiences for internal and external members of our brands membership programs, including following inquiries and opportunities through to resolution, utilization of the CRM, working in and troubleshooting our various back-end platforms, and tracking and reporting.
• Answer all incoming customer inquiries directed to Dash In and/or Splash In through all service channels (e.g., inbound phone, website, email, live chat, etc.).
• Take ownership of customer inquiries and guide them through to final resolution.
• Become an expert in the back-end systems required to resolve common customer support issues, including CRM (i.e., Salesforce), point-of-sale, car wash membership, and loyalty commerce platforms.
• Proactively support membership programs through outreach around common reasons for customer churn (e.g., payment processing issues, duplicate enrollments, etc.).
• Support on-site service teams with additional customer data and issue resolution guidance as needed.

Analysis & Cross-Functional Collaboration

• Collect, analyze, and produce actionable insights using Customer Support Center data to help proactively reduce customer issues and increase brand loyalty.
• Serve as a customer advocate within the organization, clearly communicating insights with internal business partners of all levels to drive customer experience improvements.
• Communicate in a clear, concise, and helpful manner both verbally and in writing.

Professional Demeanor

• Display empathy and patience through all customer interactions.
• Work independently without the heavy need to rely upon your team or supervisor.
• Adhere to schedules and company policies and procedures.
• Approach each day with a positive, professional, customer-centric, and team-oriented attitude.
• Act with integrity, professionalism, and poise at all times while embodying the Wills Group values.

What We’re Looking For

• High School diploma or equivalent preferred; alternatively, equivalent experience may be considered in lieu of degree requirement.
• 1-2 years of proven experience in customer service and/or contact center environment.
• Retail experience preferred.
• Strong computer knowledge with a demonstrated proficiency in Microsoft Office Suite (i.e., Word, Excel, PowerPoint, Outlook).
• Customer Relationship Manager (CRM) experience preferred; Salesforce Cloud strongly preferred.
• Certified Customer Service Professional qualification preferred.
• An ideal candidate will also have:
• Demonstrated ability to learn new platforms and technologies.
• A whatever-it-takes attitude to care for customers.
• Ability to be flexible regarding changes in work processes and environment.
• Ability to multitask and meet deadlines (service level agreement responsiveness).
• Strong customer service orientation with external/internal customers.
• Collaborative nature to work with Loyalty team and across departments.
• High level of accuracy and attention to detail.
• Strong verbal, written and listening communication skills.
• Proven ability to build relationships and stay calm under pressure.

Competencies

• Adapting and responding to change.
• Working with people.
• Delivering results and meeting customer expectations.
• Deciding and initiating action.
• Persuading and influencing.

Why You Should Join Wills Group

We are a $1.5 billion company headquartered in La Plata, Maryland (an easy 45-minute reverse commute from DC) with nearly 300 retail locations across the Mid-Atlantic region, including Dash In, Splash In ECO Car Wash, and SMO Motor Fuels. A family-owned company since 1926, our passion areas are in convenience retailing, fuels marketing, and commercial real estate and we pride ourselves on keeping our customers', employees' and communities’ Lives in Motion.

Our Wills Group employees come to work for more than just a paycheck, but rather they come to learn, make contributions, make an impact, and feel valued as a part of our family-friendly culture. We have a work-hard, play-hard mentality that makes us a progressive company and we thrive on giving back to our community. That is what is core to our DNA.

Benefits and Perks

Are you interested in joining a certified Great Place to Work™ that invests in your development, future, and well-being? Are you looking for more than the "daily grind" where your day-to-day work makes an impact not only for the organization but for your community and your future? Then The Wills Group is the right fit for you.

• We take pride in investing in our people’s well-being, that’s why we back our words with competitive total rewards packages.
• Financial Wellbeing –Employer 401 (k) match (currently at 7%), health savings plan, and financial planning
• Physical Wellbeing – comprehensive health, vision, and dental plans that meet the needs of our people
• Paid Time Off – Vacation, Sick, Personal, and Community Engagement, Parental Leave for new Moms and Dads
• Work/Life Balance – Hybrid and Flexible work environment, Employee Assistance Program, Travel Assistance, Family Life Planning
• Education and Development Opportunities – 100% Tuition reimbursement to support our people’s education goals, robust development programs, and certificate program assistance (up to 100% employer-paid)
• Competitive Salary - competitive pay matched to DC Metro area

#MP123

Wills Group is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Wills Group strives to maintain a COVID-free workplace. While being vaccinated is not a requirement, we offer a $150 COVID vaccination incentive payout in the paycheck following submission of proof of vaccination. Further details and instructions will be provided during onboarding.

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