Senior Customer Success Manager supporting Global Accounts in managing strategic relationships. Focus on client satisfaction and growing business within the advertising industry's verification space.
About the role
- Customer Success Representative providing tailored guidance and high-level support for RV rentals. Working to maximize customer satisfaction through effective communication and problem-solving skills.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Able to work weekends and holidays depending on business needs.
- 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.
- Due to insurance requirements, candidates must be at least 21 years of age to operate our company vehicles.
Benefits
- 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.
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