Customer Success Representative

The selected candidate MUST live within commuting distance to our Phoenix station located at: 4768 Camp Kearns Rd, Kearns, UT 84118

In an era where travel is synonymous with freedom and adventure, the allure of hitting the open road has never been stronger. With 90+ rental locations in Europe and North America, roadsurfer is your RV rental expert and outdoor adventure partner. Come join us as we ride the #roadsurfer wave in Miami.
Why surf the wave with roadsurfer?
Become part of the #roadsurferfamily and work in a company culture where you are part of an open, fast-growing team with ambitious goals and positive team spirit. We stick together and combine a brutal hands-on mentality with fun at work! It means shaping the future of outdoor travel and building an ecosystem for sustainable outdoor travel.
The role – your passion

Your responsibilities include but are not limited to:

Personalized Customer Assistance:

• You serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on our product offerings

• Respond to customer’s inquiries via phone and email offering top notch service to every customer.

• Provide detailed information regarding RV rentals, services and accessories.

• Answer before adventure questions to guide the customer through the booking process.

First-Level-Support:

• You professionally and effectively handle issues such as damage claims, breakdowns, ensuring prompt solutions and overcoming objectives.

• Assist customers in troubleshooting issues with RVs and related equipment.

• Provide fast solutions and recommendations based on the customers’ needs.

• Manage customer objectives with empathy and efficiency.

• Work closely with the stations to offer customer-related support and offer a high-level customer experience.

CRM/Booking Management:

• Your responsibilities include coordinating existing bookings and subscriptions, whether it's for updates, changes, or cancellations.

• Utilize Ticketing/Phone CRM system to manage customer interactions and track inquiries effectively.

• Process booking changes and cancellations with proper notation and follow-up.

• Use of Microsoft Suites to connect with your team and organization.

Team Collaboration:

• You collaborate closely with other teams, such as product development, our international stations, and the sales team, to maximize service quality.

• Collaborate with the Customer Success department in house and international to resolve complex issues to ensure customer satisfaction.

• Work closely with the Supervisor regarding escalations.

• Work with other departments to ensure cohesive customer experience.

You embrace our Core Values:

• Free Hugs - We're open, optimistic and always have each other's back.

• Trustety - We trust each other and speak openly and honestly.

• Fully Hands On - We're pragmatic and get the right things done.

• Customer At Heart - We put our customer at the heart of everything we do.

• Own Your Ship - We take responsibility and strive for excellence.

• 2 years’ minimum customer service experience. Inbound/Outbound call experience desired.

• Strong written/verbal communication skills; able to read, write and speak English to interact effectively with a global customer base. Multilingual is a plus!

• Quick problem solving and troubleshooting techniques.

• Knowledge of Zendesk or a similar CRM system is a plus.

• Proficient in Microsoft Suite (Teams, Outlook, Excel etc.) Tech Savvy.

• Fast learner and strong attention to detail.

• Open availability to meet business needs which include nights, weekends and some holidays.

• Customer service experience in a car dealership, car rental and/or U-Haul industry is a plus.

• Your cheerful attitude shines through, the ability to WOW our customers!

• You truly enjoy camping, travel, road trips, and exploring far-off places.

• Able to work independently & experience working remotely.
  

This is an hourly non-exempt role. The hourly rate is $17-$20 per hour.

WORKING HOURS:

We are available to our customers from Monday to Sunday, from 06:00 to 20:00 PST. Candidate but have open availability to meet the business needs which includes nights and weekends. Your leisure time is as important to us as it is to you! Therefore, we place a high value on early shift planning, and attempt to accommodate individual requests.

roadsurfer is an equal opportunity employer committed to a diverse and inclusive workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity or expression, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. As part of our hiring process, all candidates will be required to undergo a pre-employment background check. These checks may include, but are not limited to, criminal history, employment verification and driving record review.

Employment Eligibility Verification (E-Verify)

In compliance with federal law, all new employees will be required to complete Form I-9 and participate in E-Verify to verify their eligibility to work in the United States. E-Verify a federal program that electronically confirms the employment eligibility of all new hires. roadsurfer cannot offer sponsorship for this position.

Ready to surf?

We look forward to receiving your application! If you have any questions, feel free to reach out to us at [email protected], and we will get back to you as soon as possible.

ABOUT #ROADSURFER

We are more than Europe's largest campervan rental company. In 2021 we launched our platform roadsurfer spots in addition to our other products rent, abo and sales – a platform where you can discover and book unique camping spots. But that’s only the beginning. We are growing fast, so hop on board and join us on our journey. The roadsurfer philosophy is simple: rent an RV, start your adventure, be happy. Come ride the wave with us!