Customer Experience Assistant Manager | Denver, Salt Lake City, or Las Vegas - Native Campervans

Customer Experience Assistant Manager | Denver, Salt Lake City, or Las Vegas

Our Company

Native Campervans is an entrepreneurial, growing company focusing on what we believe is the best sector in the outdoor industry: Campervans! With offices in Denver, CO, Salt Lake City, UT, Las Vegas, NV, and Los Angeles, CA we are conveniently located around some of the most beautiful parks, landscapes, and stretches of highway in the world. Our fleet of custom-built Campervans are some of the best on the road. Built specifically with our customers in mind, we spared no detail or expense to ensure our renters have an unforgettable experience traversing through the Western United States & Canada at their leisure. Each van comes stocked with insanely comfortable beds, bedding, cookware, and camping supplies so one can hit the road immediately. Our team is dedicated to providing each customer an extraordinary experience. You’ll thrive at this company if you are highly energetic, intuitive, passionate about customer experience, and have a love for Campervans and the outdoors.

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Job Description

The Customer Service Assistance Manager is a vital member of the team and and responsible for supporting the Customer Experience Manager and executing the daily business objectives. In this position, you will be supported from our headquarters in Denver, CO while managing the entire customer lifecycle amongst our 3 offices. In this role, you are the face/voice of Native Campervans.

The job picks up tremendously in our peak season (April thru Oct) and it’s not uncommon to work long days, weekends, and holidays. 

If you have a love for Campervans and are looking to work for a start-up company within the outdoor industry that has notable career advancement, this might be the perfect job for you.

Responsibilities

  • Own Customer-Facing communication across all channels 
  • Executes the daily operations of the Customer Experience Department
  • Assist in the implementation of Customer Experience improvement projects that are in alignment with overall Department goals

Own Customer-Facing Communication across all Channels  

  • Handling phone calls, emails, texts, webchat, and other customer inquiries using our Internal Tools.
  • Assist customers while on their trips. Work with them if any issues and questions arise and handle complaints in a timely and professional manner according to the CX Departments’ expectations and guidelines. 
  • Manage and problem-solve roadside assistance calls in accordance with Native’s processes (ie. Van Fix Work, Slack Updates, Maintenance Blocks etc.).
  • Being a resource for individuals looking to book their trip with itinerary planning, camping spots, and not-to-miss sights.

Execute the Responsibilities of the Customer Experience Department

  • Allocating customer bookings via all channels (ie. Online, Phone, 3rd Party Sites etc.)
  • Pursuing Quotes using the Native Sales Process
  • Perform and Execute Daily Department Checklist Items
  • Updating Bookings, Customer-related and vehicle-specific information in Rental Car Manager as needed
  • Work and communicate with Operations Managers on Booking-specific issues
  • Responsible for the coordination, scheduling and communication of customer pick-ups & drop-offs utilizing our internal tools.

Additional Responsibilities:

  • Be a resident expert on all things Rental Car Manager-related.
  • Assisting in internal van-moves as needed.
  • Supporting other departments during spikes in business volume.
  • Work in conjunction with the Marketing Team to plan and execute Promo Campaigns.
  • Assist in training and supporting the Customer Experience Team needs, and cross-department.
  • Identify areas of opportunity to improve Customer Experience related processes.
  • Escalate customer calls/situations to CX Manager as needed.
  • Execute other tasks as assigned by Department Leadership.
  • Attend and participate in company and department meetings

Requirements

  • Positive, engaging attitude 
  • Must be able to work weekends, nights & holidays 
  • Self-starter. Demonstrates ability to work independently in stressful situations
  • Impeccable customer service skills – phone, email, in person, written, etc.

Qualifications

  • Associates or Bachelor’s Degree preferred
  • 1-3 years’ experience in a Customer Service role
  • Outdoor Industry experience desired
    • Guide, Resorts, Retail specific outdoor position, etc. 
  • Strong Computer Skills – Excel, Outlook, Word
  • Ability to lift 50 lbs. 
  • Passion for travel, adventure and the general outdoors 
  • Positive, Engaging Attitude

Details

  • Based at either our Denver, Salt Lake City, or Las Vegas office. Remote opportunity possible after working in one of our offices for a few months.
  • Salaried Full-Time position, 40 hrs/week
  • Compensation based on experience, starting at $40,000 annual
  • Phone Bill subsidization ($100/month)
  • Health Benefits Reimbursement Program

Perks

  • Free use of vans (when available) for your own vanlife adventure. It is critical our team experiences our product.
  • Being a part of a rapidly growing outdoor company with opportunities for career advancement.
  • Partnership opportunities/perks/deals through relationships with other startups and outdoor adventure companies.

Anticipated Start Date – January 2023

If interested, please email us your resume: [email protected]. Also, please include a cover letter with answers to the following questions:

  1. Share your favorite personal outdoor adventure story
  2. What experience/personal characteristics make you a strong candidate for this position?
  3. What gets you excited about vanlife?

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