Hybrid Customer Success Representative, Part Time

at roadsurfer

• Job title: Customer Success Representative, Part Time
• Job type: Part Time
• Experience level: Junior, Mid level
• Salary: $16 - $18 per hour
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Calgary, Canada

About the role

• Customer Success Representative assisting customers with tailored guidance and effective solutions in RV rentals. Engage in team collaboration to ensure high-level customer service at roadsurfer.

Responsibilities

• 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.
• 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.
• 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.
• Collaborate closely with other teams, such as product development, our international stations, and the sales team, to maximize service quality.
• 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.
• Customer service experience in a car dealership, car rental and/or U-Haul industry is a plus.
• Able to work independently & experience working remotely.
• Your cheerful attitude shines through, the ability to WOW our customers!

Benefits

• Open availability to meet business needs which includes nights and weekends.