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.

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.

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.

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.

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.

• 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.

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…