Customer Success Representative

Roadsurfer•Miami, FL

About The Position

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.

Requirements

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 - You lead a hand to support the business needs and 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 embrace responsibility and have a passion for finding solutions.
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.
Open availability to meet business needs which include nights, weekends and some holidays.
You truly enjoy camping, travel, road trips, and exploring far-off places.
Able to work independently & experience working remotely.

Nice To Haves

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!

Responsibilities

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.