Camping World · 6 hours ago

Customer Service Specialist

Indiana, United States

Full-time

Remote

Entry Level

$21.60/hr - $25.65/hr

2+ years exp

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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

Qualification

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