Customer Success Representative

Roadsurfer•Phoenix, AZ

2d•$17 - $20•Remote

About The Position

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 Miami. 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.

Requirements

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.
Quick problem solving and troubleshooting techniques.
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.
Able to work independently & experience working remotely.

Nice To Haves

Multilingual is a plus!
Knowledge of Zendesk or a similar CRM system is a plus.
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.

Responsibilities

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.
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.
Coordinate 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.
Collaborate 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.