Customer Service Representative
Tommy's Express, LLC, Holland, MI, United States
Job Description
Posted Tuesday, March 24, 2026 at 4:00 AM
Customer Service Representative This position will work Monday through Friday 11am-8pm.
Tommy’s is looking to hire a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority. Candidates must also display excellent communication skills via phone and written messages.
What can Tommy's offer you?
Competitive base pay and annual 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
Paid time off and paid holidays
Vast opportunity for continued education and learning
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 guest account questions through phone, email, social media, and instant message
Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank
Support digital marketing team by responding to social posts and reviews in a timely manner
Log calls in ticketing system for escalation, additional support and client records
Document issues with Tommy Club phone app appropriately for the software development team and provide follow up to ensure all technology is functioning to support guest needs
Create marketing codes for site locations to support soft opening, grand opening and continued promotions
Create a positive, energetic, solution-focused environment that enhances guest experiences
Work Environment and Schedule:
This job operates in a professional office environment. Office operating hours are Monday through Friday from 8:00am - 5:00pm, but Guest Services hours are Monday through Sunday 8:00am - 8:00pm. On average, this role will work 40 to 45 hours per week. This position will work Monday through Friday 11am-8pm.
Position Qualifications & Candidate Attributes:
High school diploma or GED required, associates or bachelor’s degree a plus
Spanish and/or Canadian French language skills is a plus.
Experience performing extensive research to resolve complex customer inquiries
Ability to quickly learn and understand proprietary technology/equipment and effectively communicate about technical terms
Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences
Display excellent communication skills via phone and written messages
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
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:
Ability to work and commute in all weather conditions
Able to move about inside the office to access standard office equipment, etc.
Remain in a stationary position 50% of the time, alternating between sitting and standing
Constantly operate a computer and other office productivity machinery such as; keyboard, copy machine and printer
Ability to move and lift up to 30 pounds
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
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 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.
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Customer Service Representative This position will work Monday through Friday 11am-8pm.
Tommy’s is looking to hire a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority. Candidates must also display excellent communication skills via phone and written messages.
What can Tommy's offer you?
Competitive base pay and annual 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
Paid time off and paid holidays
Vast opportunity for continued education and learning
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 guest account questions through phone, email, social media, and instant message
Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank
Support digital marketing team by responding to social posts and reviews in a timely manner
Log calls in ticketing system for escalation, additional support and client records
Document issues with Tommy Club phone app appropriately for the software development team and provide follow up to ensure all technology is functioning to support guest needs
Create marketing codes for site locations to support soft opening, grand opening and continued promotions
Create a positive, energetic, solution-focused environment that enhances guest experiences
Work Environment and Schedule:
This job operates in a professional office environment. Office operating hours are Monday through Friday from 8:00am - 5:00pm, but Guest Services hours are Monday through Sunday 8:00am - 8:00pm. On average, this role will work 40 to 45 hours per week. This position will work Monday through Friday 11am-8pm.
Position Qualifications & Candidate Attributes:
High school diploma or GED required, associates or bachelor’s degree a plus
Spanish and/or Canadian French language skills is a plus.
Experience performing extensive research to resolve complex customer inquiries
Ability to quickly learn and understand proprietary technology/equipment and effectively communicate about technical terms
Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences
Display excellent communication skills via phone and written messages
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
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:
Ability to work and commute in all weather conditions
Able to move about inside the office to access standard office equipment, etc.
Remain in a stationary position 50% of the time, alternating between sitting and standing
Constantly operate a computer and other office productivity machinery such as; keyboard, copy machine and printer
Ability to move and lift up to 30 pounds
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
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 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.
#J-18808-Ljbffr