Customer Service Specialist

Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America's largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966.

We strive to build long-term value for our customers, employees, and shareholders by combining a unique and comprehensive assortment of RV products and services with a national network of RV dealerships, service centers and customer support centers along with the industry's most extensive online presence and a highly trained and knowledgeable team of employees serving our customers, the RV lifestyle, and the communities in which we operate. We also believe that our Good Sam organization and family of programs and services uniquely enable us to connect with our customers as stewards of the RV enthusiast community and the RV lifestyle. With RV sales and service locations in 42 states, Camping World has grown to become the prime destinations for everything RV.

Customer Support Specialist

100% Remote

Schedule: 3 days M-F and always Saturdays and Sundays

Good Sam Enterprises is seeking an experienced Customer Support Specialist who thrives in a collaborative and fluid environment with rapidly changing priorities. The Customer Support Specialist will provide support across Campground Solutions technology products & services which primarily serve as a reservation system and website product. The Customer Support Specialist requires a high level of customer experience management experience and technical aptitude to support digital products. The Customer Support Specialist will bridge the gap between what our customers need and what we are delivering – helping Good Sam Campground Solutions not only meet but also exceed their expectations. The role will work closely across all facets of the Campground Solutions team and play a key customer-facing position. The Customer Support Specialist will report directly to the Customer Success Manager.

Responsibilities

Provide exceptional customer service across all Campground Solutions technology products & services

• Manage customer conversations across all our support channels (email, phone, live chat and live or recorded video)
• Understand the customers’ needs and provide education on the platform to fill those needs
• Inform customers about new features and functionalities, including reaching out to prior customer escalations on requested features when such features are released
• Proactively identify customers experiencing repeated issues or requests that are not resolved to the customers’ satisfaction. Escalate issues Customer Success Manager to ensure rapid support
• Maintain the backlog of open customer tickets at various stages of completion and provide continuous communication to customers with a minimum 3-day communication standard for all open tickets
• Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to our customers
• Communicate the root cause of issues to customers in non-technical terms
• Follow up with customers to ensure their issues are resolved

Support operational strategies and recommend improvements to products & services

• Provide recommendations to the Product team about how to improve customer experience
• Maintain in-depth knowledge of current customers in support of the Customer Success Manager
• Troubleshoot platform issues to confirm problems customers report and log those issues with steps to reproduce the issues
• Document support conversations in the help desk platform
• Update the CRM with useful information and discussions with customers to help the team understand the customers’ history and needs
• Create knowledge base articles related to topics and questions generated through support requests and conversations with customers as well as general platform functionality. Assist in setting up new customer accounts
• Other duties as assigned

Education & Experience

• High school diploma or equivalent
• Two to three years' customer service in a customer or technical support role

Knowledge & Skills

• High level of customer service and technology product acumen
• Experience using help desk software with the ability to learn new software
• Proficient with Microsoft Office
• Knowledge of, or ability to learn product, service, or area of customer service specialization
• Skilled in active listening and can clearly communicate information to non-technical people
• Service-oriented and able to resolve customer inquiries
• Ability to juggle & prioritize multiple tasks within a hectic & demanding work environment
• Willingness to put in more working hours when required
• Experience with Jira, Microsoft Teams, Slack, Salesforce a plus
• There will be rotating on call shifts, nights, holidays, and weekends

Full-time associates are offered a comprehensive benefit package including medical, dental, vision, PTO, 401k and more! Part-time associates are offered access to dental & vision coverage!

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.