Customer Success Representative

Overview Hybrid Customer Success Representative - Dallas, TX. This is a hybrid position, working onsite at our Dallas station (12115 S Pipeline Rd, Euless, TX 76040) with one day per week remote work flexibility. About roadsurfer 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 Dallas. Why surf the wave with roadsurfer? Become part of the roadsurfer family 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 hands-on mentality with fun at work, shaping the future of outdoor travel and building an ecosystem for sustainable outdoor travel. The Role — Your Passion Your responsibilities include but are not limited to: Personalized Customer Assistance: Serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on our product offerings. Respond to customer inquiries via phone and email, offering top-notch service. Provide detailed information regarding RV rentals, services, and accessories. Answer pre-adventure questions to guide the customer through the booking process. First-Level-Support: Professionally and effectively handle issues such as damage claims and breakdowns, ensuring prompt solutions and overcoming objections. Assist customers in troubleshooting issues with RVs and related equipment. Provide fast solutions and recommendations based on customer needs. Manage customer objectives with empathy and efficiency. Work closely with the stations to offer customer-related support and a high-level customer experience. CRM/Booking Management: Coordinate existing bookings and subscriptions, handling 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 Microsoft Suite to connect with your team and organization. Team Collaboration: Collaborate closely with other teams, such as product development, international stations, and the sales team, to maximize service quality. Work with the Customer Success department (in-house and international) to resolve complex issues and ensure customer satisfaction. Liaise with the Supervisor regarding escalations. Partner with other departments to ensure a cohesive customer experience. What You Need to Surf the Wave With Us Core values and expectations include: Free Hugs: Open, optimistic, and always have each other's back. Trustety: Trust each other and speak openly and honestly. Fully Hands On: Pragmatic and get the right things done. Customer At Heart: Put the customer at the heart of everything we do. Own Your Ship: Take responsibility and strive for excellence. Qualifications Minimum 2 years of customer service experience. Inbound/outbound call experience desired. Strong written and verbal communication skills; able to read, write, and speak English effectively with a global customer base. Multilingual is a plus. Quick problem-solving and troubleshooting skills. Knowledge of Zendesk or a similar CRM system is a plus. Proficient in Microsoft Suite (Teams, Outlook, Excel, etc.). Tech-savvy. Fast learner with strong attention to detail. Open availability to meet business needs, including nights, weekends, and some holidays. Customer service experience in the car dealership, car rental, and/or U-Haul industry is a plus. A cheerful attitude that shines through; the ability to WOW our customers! Genuine enjoyment of camping, travel, road trips, and exploring. Ability to work independently and experience working remotely. Compensation & Hours This is an hourly non-exempt role. The hourly rate is $17-$20 per hour. We are available to our customers Monday to Sunday, from 06:00 to 20:00 PST. Candidate must have open availability to meet business needs, including nights and weekends. Your leisure time is important to us; we value early shift planning and accommodate individual requests. Equal Opportunity Employer roadsurfer is an equal opportunity employer committed to a diverse and inclusive workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity or expression, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Pre-Employment Requirements All candidates will be required to undergo a pre-employment background check. These checks may include, but are not limited to, criminal history, employment verification, and driving record review. 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 is a federal program that electronically confirms the employment eligibility of all new hires. roadsurfer cannot offer sponsorship for this position. Ready to Surf? We look forward to receiving your application. If you have any questions, feel free to reach out to us at View email address on click.appcast.io, 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 roadsurfer spots, a platform for discovering and booking unique camping spots, in addition to our other products: rent, abo, and sales. 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! #J-18808-Ljbffr