Job Description

About RoverPass:
RoverPass is a leading online booking platform for RV parks and campgrounds across the United States. We simplify the reservation process for both campers and campground owners providing a seamless and efficient experience for all users. Our mission is to enhance outdoor adventures by leveraging innovative technology and exceptional customer service.

Overview:
As a Customer Service Representative (CSR) at RoverPass you will be at the forefront of ensuring customer satisfaction and delivering an exceptional user experience. This is a critical position within our 24/7 call center supporting the implementation of an important contract that will serve as a springboard for future state contracts. You will handle customer inquiries troubleshoot issues and maintain accurate records to ensure the delivery of highquality service. The ideal candidate will have strong problemsolving skills experience in fastpaced call center environments and the ability to learn quickly to meet our service level agreements (SLAs).

Key Responsibilities:

• Provide timely and effective customer support ensuring a high level of satisfaction with our SaaS products.
• Manage customer accounts addressing inquiries resolving issues and providing information about our platform.
• Accurately record customer interactions and ensure data integrity within our CRM system.
• Interact with customers to understand their needs and preferences driving customer engagement and product satisfaction.
• Execute customer success initiatives to ensure users gain maximum value from our SaaS solutions.
• Adhere to and exceed service level agreements (SLAs) by promptly addressing issues and following up on open cases.
• Implement standard operating procedures (SOPs) to ensure consistency in service delivery and continuously improve customer satisfaction.

Requirements:

• Proven experience in a call center or customer service role preferably in a SaaS environment.
• Strong communication skills with excellent command of English.
• Ability to learn quickly and adapt to new systems and procedures ensuring compliance with SLAs.
• Experience working in fastpaced shiftbased environments (24/7 call center experience is a plus).
• Strong organizational skills and attention to detail with a focus on accurate data entry and recordkeeping.
• Ability to work independently manage multiple tasks simultaneously and thrive under pressure.
• Proficiency with CRM software and other customer support tools.
• Flexibility to work varying shifts including nights weekends and holidays.

Benefits:

• 100% remote work environment.
• Competitive USD salary.
• Shift work opportunities with flexibility for a 24/7 365 operation.
• Opportunities for professional growth and career advancement.
• Generous PTO policy with 28 available days per year.
• Sick days and comprehensive maternity/paternity leave policies.

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