roadsurfer

Customer Success Manager

• You serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on our product offerings, including rent, abo, myroadsurfer, and spots.
• Respond to customer’s inquiries via phone and email offering top notch service to every client.
• Provide detailed information regarding RV rentals, services and accessories.
• Answer customer's adventure questions to guide the customer through the booking process.
• Support our station teams with any customer related issues.
• 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.
• 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.
• You 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.

Customer Success Representative

Manager

• Direction et mise en place autonome de la station roadsurfer, gestion des opérations quotidiennes sur place en collaboration avec les départements centraux
• Mise en œuvre des standards et optimisation des processus (coordination des retours de véhicules, remises de clés, préparation des véhicules)
• Communication constante avec toutes les équipes internationales pour garantir une amélioration continue
• Leadership d’équipe: motiver et diriger l’équipe sur place, intégration, planification des tâches et contrôle qualité
• Recrutement: constitution de l’équipe et recherche de talents pour la station
• Gestion de flotte: supervision de la flotte locale de véhicules en location et en vente, documentation, entretien, propreté et coordination avec partenaires locaux
• Conseil client: conseiller les clients sur les produits myroadsurfer, abo, spots et location

Customer Success Representative

Station Manager