Customer Care Agent

Role Overview The Happy Camper is seeking an efficient, customer-focused, and self-motivated Care Agent to join our team. In this role, you will deliver exceptional service by owning end-to-end interactions with campers, including phone calls and ticket management. You will navigate high-stress customer situations such as roadside emergencies, lockouts, and accident reports using standardized playbooks and internal documentation while maintaining operational excellence and efficiency.

Key Responsibilities End-to-End Inquiry Management:
Handle inbound phone calls (routed via Nextiva One/IVR) and support tickets (submitted through company apps) for roadside assistance, lockout situations, and accident reports.

Operational Readiness & Status Management:
Maintain shift reliability, phone availability (using "Available", "Away", and "Offline" statuses appropriately), and ensure high audio/system connectivity integrity throughout scheduled shifts.

Protocol & Playbook Adherence:
Strictly follow standardized call and ticket handling playbooks, escalation workflows, and customer interaction standards.

High-Stress Support & De-escalation:
Empathize with campers during stressful events, gather key details gently and accurately, prioritize camper safety, and remain neutral without implying fault or background internal system mechanics.

Warm Transfers & Escalations:
Execute proper warm transfers in Slack and via Nextiva One for leadership escalations involving camper safety, emotional distress, accidents, or out-of-scope issues.

Team Collaboration & Continuous Learning:
Participate in daily touch bases, share process improvement insights, and contribute to standard operating procedures (SOPs) and team educational resources.

Operational Independence:
Achieve full operational independence and maintain high-quality resolution outcomes within 90 days of onboarding.

Learn and efficiently use WheelOS for ticket management and escalations.

Requirements & Qualifications Customer Service

Experience:

Prior experience in customer care, call center operations, or client success (experience with RV, automotive, or roadside assistance is a plus).Strong Communication

Skills:

Clear, professional, and empathetic verbal and written communication skills.

High Autonomy & Problem-Solving:
Ability to work independently with minimal micromanagement, focusing on swift, high-quality results and system efficiency.

Technical Proficiency:
Ability to navigate multiple platforms simultaneously (e.g., Nextiva One, Slack, internal SOP manuals, and approved AI tools/ChatGPT for quick lookup during calls).Shift Reliability & Environment: A quiet, dedicated home office space with stable internet and reliable hardware to maintain seamless phone and ticket operations.

Professional Standards & Guidelines Maintain a customer-first brand representation under "The Happy Camper" brand umbrella.

Focus on problem-resolution using neutral language; avoid re-directing blame or citing internal/third-party operational complexities.

Actively utilize company documentation and knowledge assets during live interactions to ensure fast and accurate solutions.