Customer Service Rep

Job Description

Job Description

Outrig Job Opportunity: Customer Service Rep

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Introduction

Outrig, is a rapidly growing owner/operator of high-end RV & Boat storage properties and repair facilities across the United States. We focus on providing our customers with a “best in class” experience through investing in new technologies, services, and amenities. We are expanding our portfolio and are looking to bring on a Customer Service all-star to be a part of our growth.

Job Description:

The Customer Service Rep is a crucial, position within Outrig, as this role will be the main channel of communication with our potential and existing customers across our entire portfolio. The Customer Service Rep will be responsible for handling inbound calls across our Storage & Repairs facilities.

Job Responsibilities:

• Answer calls, texts, and emails from customers inquiring about renting a facility or booking service and process credit card payments
• Understand the benefits of an Outrig property / Outrig repairs versus other competing properties and service providers (amenities, quality, pricing, etc.)
• Understand customer needs and cross sell into appropriate facilities throughout the portfolio, if applicable
• Diagnose and efficiently resolve basic customer requests (e.g., reset gate code issues, update payment method, status update on repair)
• Identify complex, site / repair job specific questions that need to be routed to Property / Operations Managers and do so efficiently and with the customer’s experience in mind
• Represent Outrig’s brand and values in each customer interaction
• Document all customer interactions, including details of request and escalate as needed to relevant team member (e.g., alert Property Manager if gate is not working)
• Collect and communicate customer feedback to relevant team member to help inform operational / technology / customer experience priorities for the organization
• Maintain high integrity / thorough data collection (e.g., accurate customer contact information, accurate lead source) processes in applicable systems
• Build, grow and maintain our knowledge base to help develop self-serve resources (e.g., FAQs) to help support customers online
• Act fiscally and morally responsible while collecting customer data to process contracts, payments and updating customer profiles

Job Requirements:

• Previous customer service experience is required (2+ years is preferred)
• Good data entry skills and attention to detail
• Ability to multitask between phone conversations and computer programs
• Ability to navigate an online phone system
• Ability to travel, when necessary
• A positive and customer focused mindset
• A team player that can wear multiple hats and adapt to new situations
• Ability to work from home and have reliable internet connection
• Work 12 hours on Saturday and Sunday with three 5 hour evening shifts during the week

What Outrig Can Provide You:

• Competitive Compensation: Salary + Annual Bonus
• Company Benefits (Medical, Vision, Dental)
• Paid Holidays
• Paid Time Off
• Opportunity for growth within the company
• Job Type: Full-time
• $20 per hour Plus $50 per move-in