Customer Service Representative

Summary

Join the campervan revolution! Learn on the job!

Campervan HQ sells van conversion products and information.

Our customers get outdoors – hiking, exploring, climbing mountains, paddling rivers, surfing waves – and then sleep comfortably in their cozy portable home each night, waking to stunning sunrises in beautiful wild locations. 

The outdoor adventure spirit infuses and inspires our company culture as we grow. We are seeking a motivated Customer Service Rep (CSR) who is excited to grow with our company.

Our CSRs serve as primary points of contact for customer questions and issue resolution. Our remote team lives across the USA but works in Mountain time zone hours.

About the Position

Our CSRs act as a connection, providing product/order information and resolving issues for clients with competence and friendliness. CSRs help customers via phone, text, email, and online chat, answering product questions, facilitating orders and returns, and resolving customer issues according to our SOPs. 

As a Campervan HQ customer service representative, your goal is to ensure exceptional service standards and sustain high customer satisfaction.

Responsibilities

• Handle a high volume of customer interactions

• Provide product and ordering support to customers by phone, chat, 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 back-end teams to coordinate ordering, shipping, ETAs, and returns

• Advocate for changes that improve the customer experience

• Complete assigned projects and training as needed 

• Handle additional responsibilities to help operations run smoothly

• Follow procedures, guidelines, and policies

Basic Requirements

• Quiet work space with secure updated computer and strong reliable internet

• Available to work full-time Mon-Fri, 9am-5pm Mountain Time

• Native English speaker based in the USA

Required Qualifications

• 2+ years of proven customer support experience 

• Track record of transforming angry customers into dedicated clients 

• Highly motivated and energetic with a solution-oriented mindset

• Outstanding written and oral communications skills

• Team-focused, cooperative, friendly attitude

• Exceptional organizational skills

• Analytical and detail-oriented

• Proficient in MS Office

Optional Qualifications

• Campervan experience

• Experience working in an e-commerce call center

• Experience working with remote systems and practices

• Shopify, Office365, Google Business Suite, Zoom experience

• Degree in business, supply chain, writing, communications, or related field

About Campervan HQ

A Growing Business

Campervan HQ provides outdoorsy families and van lifers the products and service they need to build their campervan dreams. We sell van windows, RV power systems, roof racks, suspension packages, wall fabric, insulation, flooring – just about everything needed to turn a hollow cargo van into a cozy home on wheels. 

In 2022 Campervan HQ merged with Portland-based Perfect Fit which grew our team, our products, and our service offerings. Our upfitter portal increased repeat customers with greater van conversion experience and increased business. As our sales grow — and as we enter the busier camping months — we are hiring! We need a full-time Customer Service Representative to help customers with products and orders and to provide after-purchase support.

Our Customers & Culture

The 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’ outdoor adventures come alive. Campervan HQ team members get to learn about campervans and gain resources for starting their own van projects. We vicariously enjoy our customers’ travels and see photos of their finished vans in remote places. Our job is helping happy and excited people enjoy life to the fullest. 

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 2+ years and have experience untangling knotty messes, communicating clearly and proactively with a smile, and transforming angry customers into lifelong fans.

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, technical knowledge and tools to work remotely, and you are comfortable with the software we use.

The following responsibilities sound exactly like your cup of tea:

Resolving customer issues.  You take ownership of customer issues until they are resolved. We can count on you to completely take care of our customers, managing all channels (chat/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 backend team.  You communicate with the ordering and warehouse teams, marketing personnel and management as needed to order products, facilitate returns, learn product specs, to get inventory and shipping information, and share trends and possible issues. You develop and maintain positive relationships with others to ensure success for our company and our customers. 

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. 

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?

Competitive pay and benefits. Work from home with a small team that values flexibility, autonomy, and a reasonable give-and-take between work and personal life. Work directly with the founder, the president, and with a talented, friendly, smart, and motivated team. 

Learn all about campervans. 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. 

Make a difference. As an early team member, you’ll have a real impact on our business now and for the long term. You’ll learn and grow with us. Talented, motivated team members expand into other job responsibilities and titles, get paid training opportunities, and make real impacts in the company direction since the leadership truly listens to team members' ideas and suggestions. 

If all this sounds great, we’d love to hear from you! 

To Apply

Click the Apply Now button or upload your resume on our job posting site and tell us:

• Where you are located

• How you heard about the position

• What you would love about this job 

• Your interest in or experience with campervans if any

• One of your favorite customer service experiences

• What your home office setup is like

We look forward to hearing from you!