Camping World is seeking a Customer Service Specialist for our growing team.

Good Sam Enterprises is seeking an experienced Customer Support Specialist who thrives in a collaborative and fluid environment with rapidly changing priorities. The Customer Support Specialist will provide support across Campground Solutions technology products & services which primarily serve as a reservation system and website product. The Customer Support Specialist requires a high level of customer experience management experience and technical aptitude to support digital products. The Customer Support Specialist will bridge the gap between what our customers need and what we are delivering – helping Good Sam Campground Solutions not only meet but also exceed their expectations. The role will work closely across all facets of the Campground Solutions team and play a key customer-facing position. The Customer Support Specialist will report directly to the Customer Success Manager.

What You'll Do:

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

What You'll Need to Have for the Role:

High school diploma or equivalent

Two to three years' customer service in a customer or technical support role

High level of customer service and technology product acumen

Experience using help desk software with the ability to learn new software

Proficient with Microsoft Office

Knowledge of, or ability to learn product, service, or area of customer service specialization

Skilled in active listening and can clearly communicate information to non-technical people

Service-oriented and able to resolve customer inquiries

Ability to juggle & prioritize multiple tasks within a hectic & demanding work environment

Willingness to put in more working hours when required

Experience with Jira, Microsoft Teams, Slack, Salesforce a plus

There will be rotating on call shifts, nights, holidays, and weekends

Pay Range:

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.