Customer Success Representative (Full Time-Phoenix)

The selected candidate must live within commuting distance to our Phoenix station located at 2429 E Washington St, Phoenix, AZ 85034. 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. Role Overview Your responsibilities include but are not limited to: 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 customers’ inquiries via phone and email offering top notch service to every customer. Provide detailed information regarding RV rentals, services and accessories. Answer 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 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 Microsoft Suites to connect with your team and organization. Team Collaboration 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. What you need to surf the wave with us You embrace our Core Values Free Hugs – We're open, optimistic and always have each other's back. Trustety – We trust each other and speak openly and honestly. Fully Hands On – We're pragmatic and get the right things done. Customer At Heart – We put our customer at the heart of everything we do. Own Your Ship – We take responsibility and strive for excellence. 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. 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. 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. Work Conditions Job Type: Hourly, Full Time – Pay Range: $17 to $20 (based on experience) Ability to lift and move at least 25lbs Location: Must live within commuting distance to our Phoenix station located at 2429 E Washington St, Phoenix, AZ 85034 Working Hours We are available to our customers from Monday to Sunday, from 06:00 to 20:00 PST. Candidate must have open availability to meet the business needs which includes nights and weekends. Your leisure time is as important to us as it is to you! Therefore, we place a high value on early shift planning, and attempt to 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. As part of our hiring process, all candidates will be required to undergo a pre-employment background check. 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. #J-18808-Ljbffr