Customer Success Representative (Full Time- Las Vegas or Phoenix)

*** The successful candidate will need to be located within commuting distance to either our Las Vegas or Phoenix location. ****

Who we are:
roadsurfer is Europe's largest camper van expert for rental & sale and everything to do with camping by van. We are a dynamic, cosmopolitan and motivated group with great team spirit! We are looking for ambitious roadsurfers who would like to ride the wave with us on our adventures across North America! 

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. 

• TEAMSPIRIT & TEAMEVENTS: Experience a great team spirit with an appreciative, positive, open-hearted culture and flat hierarchies.

• CAMPER BUDGET: You get a free rental for our campers so you can experience the #happyroadsurfing lifestyle for yourself.

• DISCOUNTS: Take advantage of our corporate benefits platform and Family & Friends discounts to rent a camper van! 

• Other Perks:  401k with 1% matching (for full time employees), up to 20 days of PTO accrued as you work and 48 hours of sick leave annually.  

The role - your passion

Our Customer Success Team at Roadsurfer are CAMPER experts that give exceptional service to our outdoor enthusiasts and travelers. You will be the first point of contact for our clients to answer questions regarding all our products. Specializing in RV rentals, our department takes pride in offering high-level support and troubleshooting guidance to our customers before and during their adventure. We are currently seeking motivated candidates that are interested in joining our on-growing team!

Key Responsibilities

Personalized Customer Assistance: 

• You serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on our product offerings, including rent, abo, myroadsurfer, and spots.

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

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

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

• Support our station teams with any customer related issues.

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.

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.

 What you need to surf the wave with us:

• You embrace our Core Values:

  • Free Hugs - We interact with everyone in a friendly, positive, and optimistic way

  • All for One – One for All -We work together as a team, promoting an environment of respect, fairness, and helpfulness.

  • Brutal Hands On - We take action and resolve matters without making excuses.

  • Trustety - We build trust within our team by encouraging open and honest communication among all members.

  • Own Your Ship - We