Customer Success Representative

• 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!
• GROWTH: we support your personal and professional development through regular feedback meetings.
• 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 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.
  
  

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

• 2 years’ minimum customer service experience. Inbound/Outbound call experience desired.
• Strong communication skills. Fluent in English. 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.
• Able to work anytime Monday through Sunday from 8a-8p with potential overtime.
• 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

• Compensation: $17.00-$19.00 per hour based on experience and location
• WORKING HOURS: We are available to our customers 7 days a week 8am-8pm PST/PDT
  
  

roadsurfer is an equal opportunity employer. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, genetic information, marital status, military status, protected veteran status or any other category protected by law.

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

Ready to surf?

Are you made for the job? Then we look forward to receiving your application! If you have any questions or need assistance with your application, please feel free to contact 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!