Appeal Resolution Specialist jobs in Grand Rapids, MI

Dispute Resolution Specialist 

Tommy’s is looking to hire a reliable, detail-oriented and friendly team member to assist our Guest Service team in providing exceptional guest experiences to our Tommy Club members. The dispute specialist will research chargeback disputes and build cases to recover funds. 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
• 401k match and complimentary financial planning services with Merrill Lynch
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• 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
• Nationwide presence

Position Responsibilities:

• Work closely with the guest services team to resolve payment disputes/chargebacks. 
• Apply knowledge of Mastercard/Visa rules and regulations to process chargebacks timely and accurately.
• Producing daily, weekly and/or monthly statistical reports on work volume.
• Involved in all stages of the dispute and chargeback lifecycle, including case initiation and evidence gathering, customer contact and chargeback. 
• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. 
• 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
• Respond to inbound calls, and correspondence promptly and efficiently.

Position Qualifications & Candidate Attributes:

• One to two years related experience of in-bound call center or face-to-face customer service experience.
• One year certificate from college or technical school preferred
• Ability to think independently and provide self-motivation and direction, solve various problems, and make informed rational decisions and recommendations.
• Experience in Chargebacks, Banking, and Quality Assurance is preferred.
• Familiarity with learning and understanding proprietary technology and communicating effectively about technical terms.
• Proactive and strong attention to detail
• Experience answering phones, emails and messages in a customer support role preferred. 
• Friendly, efficient, meticulous, organized.
• Thrives in a fast-paced environment; Able to process multiple requests in a timely and efficient manner.
• Problem-Solving, focused individual who works actively to serve our Guests.
• Excellent verbal and written skills
• Experience performing extensive research to resolve complex customer inquiries.
• Spanish speaking is a plus, but not required.

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.

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 helped develop hundreds 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.