customer relations Remote
Job description
Customer Experience Manager | Full-Time Fully Remote
Our Company
Native Campervans is an entrepreneurial, growing company focusing on what we believe is the best sector in the outdoor industry: Campervans! With offices in Denver, CO, Salt Lake City, UT, and Las Vegas, NV we are conveniently located around some of the most beautiful parks, landscapes, and stretches of highway in the world.
Our fleet of custom-built Campervans are some of the best on the road. Built specifically with our customers in mind, we spared no detail or expense to ensure our renters have an unforgettable experience traversing through the Western United States & Canada at their leisure. Each van comes stocked with insanely comfortable beds, bedding, cookware, and camping supplies so one can hit the road immediately.
Our team is dedicated to providing each customer an extraordinary experience. You’ll thrive at this company if you are highly energetic, intuitive, passionate about customer experience, and have a love for Campervans and the outdoors.
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Job Description
The Customer Experience Manager is a vital member of the team and provides overall management and leadership of the Customer Experience Team focused on providing excellent customer service. In this position, you will be supported from our headquarters in Denver, CO while managing the entire rental lifecycle amongst our 3 offices. In this role, you are the face/voice of Native Campervans.
The job picks up tremendously in our peak season (March thru Oct) and it’s not uncommon to work long days, weekends, and holidays.
If you have a love for Campervans and are looking to work for a start-up company within the outdoor industry that has notable career advancement, this might be the perfect job for you.
Responsibilities
● Oversee and manage the Customer Experience Department in alignment with the departmental KPIs and objectives
● Manage the Customer Experience Journey (are our customers satisfied?), and lead and implement improvement projects in alignment with Native’s strategic goals
● Hire, train, and oversee the ongoing development of department personnel
Oversee and Manage the CX Department
● Accountable for the performance of the CX Department against the department KPI’s and overall business objectives
● Present leadership with weekly and monthly department debriefs on KPI performance
● Oversee the execution of Customer-Facing Communication across all channels (phone, email, text, webchat and other customer inquiries using our Internal Tools) o Assist in the daily execution of Customer Experience tasks
● Manage and handle complex/escalated customer issues and complaints
● Develop and execute Sales (aka closing) initiatives in alignment with quarterly objectives
● Review and approve the staffing schedule for the Customer Experience Team to ensure staffing meets demand
Manage the Customer Experience Journey
● Implementing and manage an affective customer loyalty program
● Continually find areas of opportunity to improve the Customer Experience by:
- Ensuring all interactions are value-added
- Creating new processes, products, or ideas that enhance the customer experience
- Utilizing customer feedback to identify opportunities in our customer experience.
Hire, Train & Oversee the Ongoing Development of Department Personnel
● Lead the hiring and training of new department personnel
● Continuously evaluate and refine the training program as new processes are added
● Prepare for and lead weekly CX Department meetings
●
Additional Responsibilities
● Attend and participate in company and department meetings
● Execute other projects as assigned by Leadership
● Own the relationship with Rental Car Manager and be a resident expert.
● Assisting in internal van-moves as needed
● Supporting other departments as needed
Requirements
● Positive, engaging attitude
● Must be able to work weekends, & holidays
● Self-starter. Demonstrates ability to work independently in high-stress situations
● Impeccable customer service skills – phone, email, and text
● Servant Leadership
Qualifications
● Associates or Bachelor’s Degree preferred
● 1-3 years’ experience in a Customer Service Management role
● Outdoor Industry experience desired o Guide, Resorts, Retail specific outdoor position, etc.
● Strong Computer Skills – Excel, Outlook, Word, CRM
● Ability to lift 50 lbs.
● Passion for travel, adventure and the general outdoors
Details
● Fully remote work available
● Full-Time salaried position
● Monday - Friday
● 8:30 am - 5 pm MST
● Compensation: $52,000
Perks
● Free use of vans for up to 8 days (when available) for your own vanlife adventure. It is critical our team experiences our product.
● Unlimited PTO policy (restrictions during peak season, Mar - Oct)
● Healthcare Reimbursement Credit
● 401K Plan Offering
● Phone bill subsidization.
● Being a part of a rapidly growing outdoor company with opportunities for career advancement.
● Partnership opportunities/perks/deals through relationships with other startups and outdoor adventure companies.
Anticipated Start Date – Aug 7, 2023
If interested, please email us your resume: [email protected]. Also, please include a cover letter with answers to the following questions:
1. Share your favorite personal outdoor adventure story
2. What experience/personal characteristics make you a strong candidate for this position?
3. What gets you excited about vanlife?
Job Type: Full-time
Pay: From $52,000.00 per year
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Work from home
Experience level:
- 3 years
Shift:
- Day shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Remote
Work Location: Remote
