Campervan HQ 2 weeks ago
Customer Service Representative
North America · Full Time
- 💡 3+ Years of Experience
- 🔑 Work with the Founders
- 🚀 Fast-Growing Company
- 💰 $35,360 to $45,760 per year
- 📅 Applications Close May 15th
Now Hiring: Remote Customer Service Representative
Join the campervan revolution! Learn on the job!
Campervan HQ sells van conversion products and information. We seek a full-time Customer Service Representative to serve as a primary point of contact for customer questions and issue resolution. Our small WFH team mostly lives in the Boulder/Denver area. Local applicants preferred hands-on training opportunities but not required.
About the Position
Our customer service representative, or CSR, will act as a connection, providing product/order information and resolving issues for our clients with precision and competence. CSRs help customers via phone, text, email, and online chat, answering questions about our products, facilitating orders and returns and resolving customer issues according to our procedures.
The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and proactively communicative. They love to convert unhappy customers into devoted fans. Customer service representatives put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs gather it for us. Problem-solving also comes naturally to customer care specialists. They’re confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.
Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.
- Handle high volume of incoming calls
- Provide product and ordering support to customers by phone, text and email
- Manage complaints, provide timely solutions, and follow up to complete resolution
- Resolve challenging customer issues with empathy and attention to detail
- Interact with suppliers to get orders, inventory, ETA, and shipping information
- Advocate for changes that improve the customer experience
- Additional CX responsibilities as requested to help Campervan HQ operate smoothly
- Follow procedures, guidelines, and policies
- 3+ years of proven customer support experience
- Track record of transforming angry customers into dedicated clients
- Professional phone skills and demeanor with effective active listening style
- Highly motivated to resolve issues with a can-do attitude
- Capacity to adapt/respond to different personalities
- Excellent written and verbal communication skills
- Ability to multi-task, prioritize, and control time effectively
- Quiet workspace with secure updated computer and strong reliable internet
- Native English speaker working in the US
- Available to work full-time Mon-Fri, 8am-5pm Mountain Time
- Campervan experience
- Shopify, Vonage, Google Business Suite, Zoom experience
- Experience working with remote systems and practices
- Living/working in the Boulder/Denver area
- Other outdoor hobbies or passions
- College degree
About Campervan HQ
A Growing Business
Campervan HQ provides outdoorsy families and van lifers the products and services they need to build their campervan dreams. We sell van windows, electrical systems, roof racks, suspension packages, kitchen and bathroom fixtures – just about everything needed to turn a hollow cargo van into a cozy home on wheels.
Founder Greg Keith converted several vans himself to facilitate his rock climbing travels and family adventures. These experiences inspired him to write a 376-page guide titled The Sprinter RV Conversion Sourcebook which has helped thousands of people build their dream campervans. Greg then started Campervan HQ, a successful online store with thousands of products and loads of helpful information for people just like him.
In 2020 the pandemic sent many Americans on the road to enjoy camping in our amazing parks and wilderness areas, which was great for the campervan business. While demand for campervans and van products skyrocketed, the worldwide supply chain faltered due to Covid-19.
To meet demand and adapt to these new challenges, we quadrupled our team in the last year. As sales continue to increase beyond all records, we are once again hiring! We need a full-time Customer Service Representative to help customers with our products, to facilitate ordering, and to provide after-purchase support.
Our Customers & Culture
Our customers get outdoors, have fun, explore, climb mountains, paddle rivers or surf waves, bike steep trails, wake up to the sunrise lighting up a mountain face, or sit on their van roof watching the sun sink behind the ocean – all while sleeping comfortably in their portable home each night.
This outdoor adventure spirit infuses and inspires our company culture as we grow. We’re building a fun-loving, can-do and talented team dedicated to helping our customers’ adventures come alive. Campervan HQ team members get to learn about campervans and gain resources for starting their own van projects. We get to vicariously enjoy our customers’ travels and see photos of their finished vans in remote places. Our job is to help happy and excited people enjoy life to the fullest.
BONUS: This summer we will convert a van at the company headquarters in Boulder, Colorado. Any team members who live nearby will get paid to help with this exciting, hands-on project!
Who You Are
You live and breathe customer satisfaction, and you know how to keep customers happy. You’ve worked in a customer service role for 3+ years, and in that time you’ve transformed angry customers into big fans, untangled knotty messes, and communicated clearly and proactively with a smile.
You’re a highly motivated individual contributor and a cooperative, considerate team player. You take pride in getting things done, especially making sure customers get what they need and feel supported.
You also have a quiet space to work with a reliable internet connection, the technical knowledge and tools to work remotely, and you are comfortable with software like what we use.
The following responsibilities sound exactly like your cup of tea:
Answering product questions. After your training, you take initiative to continue learning our products and get help for what you don’t understand. You learn where to find information and use those resources. You help customers evaluate which products are right for them and place orders. You take pride in your excellent written and spoken communication.
Resolving customer issues. You take ownership of customer issues until they are resolved. We can count on you to single-handedly take care of our customers, managing all channels (email/phone/text) without letting anything fall through the cracks. You use good judgment when escalating an issue. You welcome the opportunity to talk with difficult or upset customers because you are confident in your ability to turn them into happy customers.
Interacting with vendors. You communicate with suppliers and manufacturers as needed to order products, to learn product specs, and to get inventory and shipping information. You develop and maintain positive relationships with vendors to ensure success for them, for us, and for our customers.
Learning and improving. You look for ways to do more with less by streamlining, automating, or systematizing as much as possible. You learn our tools well and get the most from them. You share tips and tricks with the team, and you’re eager to learn from others. You follow our procedures but also identify missing or unclear processes and help us improve them. You bring issues to our attention and recommend or build solutions.
Working effectively remotely. You have strong, reliable internet access, an updated and secure computer, a quiet place to take customer calls, and you can work during customer support hours of Monday through Friday, 8am to 5pm Mountain Time.
What’s In It For You
The salary range for this position is $35,360 to $45,760. In addition, you get to work directly with the founder and with a talented, friendly, smart, and motivated team. You’ll work remotely with a small team that values flexibility, autonomy, and an equitable give-and-take between work life and personal life.
You’ll learn all about campervans and how to build them. If you already live in a campervan, you’ll have a job that fits right in with your lifestyle. If not, this job could kick start your mobile lifestyle.
BONUS: If you’re local, you’ll get to help with our exciting van conversion project, getting hands-on van building experience as well as appearing in our van-build video series. You could be famous!
As an early team member, you’ll have a real impact on our business now and for the long term. You’ll get to learn and grow with us.
If all this sounds great, we’d love to hear from you!
Upload your resume through the form and tell us:
- Why you enjoy customer service
- One of your favorite customer service experiences
- What interests you about campervans
- What your home office setup is like
- What you would love about this job