Customer Success Representative (Full Time-Phoenix)

The selected candidate MUST live within commuting distance to our Phoenix station located at: 2429 E Washington St, Phoenix, AZ 85034

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 Las Vegas.

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.

🏄 🌊 What you need to surf the wave with us 🏄 🌊

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.
  

WORK CONDITIONS

• Job Type: Hourly, Full Time-Pay Ran