Customer Service Lead Representative

Express Wash Concepts (EWC), established in 2018, is the parent company of five award-winning express tunnel car wash brands: Moo Moo Express Car Wash, Flying Ace Express Car Wash, Clean Express Auto Wash, Green Clean Express Auto Wash, and Bee Clean Express Car Wash.

Our swift, top-tier, eco-friendly car washes and unwavering focus on exceptional customer service have positioned us prominently in the United States and beyond. Additionally, our leading community relations initiatives proudly contribute hundreds of thousands of dollars annually through EWC CARES, our outreach programs, encompassing both monetary donations and complimentary car washes.

Why Choose Express Wash Concepts? We're not just a car wash; we're a company committed to fast, eco-friendly services, exceptional customer care, and giving back to our communities, all while providing ample opportunities for personal and career growth. Join Express Wash Concepts in our mission to make a difference through the power of clean.

Discover the benefits of joining Express Wash Concepts

• Competitive wages: Enjoy a compensation package reflecting your skills and dedication.
• Discretionary year-end bonus: Receive a year-end bonus based on exceptional performance.
• Unlimited Wash Club Membership: Keep your vehicle looking its best.
• Paid vacation: Take well-deserved breaks as outlined in our Employee Manual.
• Health care benefits: Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program.
• HSA contribution: $1,000/year (with qualifying plan).
• Secure future: 401k with up to 4% company match.
• Educational reimbursement: Up to $5,200 annually to support ongoing learning and development

Essential duties and responsibilities 

Position Summary:
The Wash Care Center Team Lead will play a key role in ensuring smooth daily operations during assigned shifts. This position supports front-line agents, manages live queue performance, and acts as the first escalation point for both internal team members and customers. The Shift Lead is expected to model excellent customer service and maintain a productive and positive work environment.

Key Responsibilities:

• Lead and support a team of customer service representatives during assigned shifts
• Monitor call metrics (AHT, queue volume, hold times, CSAT, etc.) and make real-time adjustments
• Provide on-the-spot coaching and performance feedback
• Handle escalated customer issues professionally and efficiently
• Assist with onboarding and training of new team members
• Ensure adherence to company policies, procedures, and quality standards
• Communicate with leadership on shift updates, issues, and team performance
• Help drive team morale and engagement initiatives

Job Requirements

• 2+ years of call center or customer service experience (1+ in a lead or supervisory role preferred)
• Strong knowledge of call center operations and KPIs a plus.
• Excellent interpersonal, communication, and problem-solving skills
• Ability to stay calm and organized in a fast-paced environment

Express Wash Concepts provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics.