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Job DescriptionCamping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America’s largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966.We strive to build long-term value for our customers, employees, and shareholders by combining a unique and comprehensive assortment of RV products and services with a national network of RV dealerships, service centers and customer support centers along with the industry’s most extensive online presence and a highly trained and knowledgeable team of employees serving our customers, the RV lifestyle, and the communities in which we operate. We also believe that our Good Sam organization and family of programs and services uniquely enable us to connect with our customers as stewards of the RV enthusiast community and the RV lifestyle. With RV sales and service locations in 42 states, Camping World has grown to become the prime destinations for everything RV.The Roadside Assistance Operations Supp ort Supervisor will manage and supervise our outsourced operations call center agents including developing training, monitoring work output, monitor calls, and provide ongoing feedback and support to ensure all job functions are executed appropriately and effectively. Additionally, the Ops Support Supervisor will be expected to handle complex situations within our Emergency & Protection Products businesses by exhibiting strong decision making skills, providing excellent customer service, and navigating continued relationship development with our partners, customers, and team members. This role will contribute to reporting, analytics, and auditing efforts to support our Operations and Senior Operations managers and be prepared to temporarily fulfill direct manager duties when staffing levels require.Essential Job Functions:
Supervision of Support Agents
Provide day-to-day supervision and support to outsourced Support Agent team, ensuring they meet performance goals and adhere to company standards.
Conduct regular performance evaluations and provide coaching to improve agent performance.
Escalation Support:
Provide assistance and direction to the Roadside Coordinator team by handling high-level escalations and resolving complex issues to ensure customer satisfaction.
Collaborate with other departments to streamline escalation resolution processes.
Improve customer experience and customer retention levels through all efforts.
Work with internal and external teams to provide recommendations on operational improvements.
Reporting and Analytics:
Assist in generating and analyzing reports related to outsourced Support Agent performance, membership cancellations, and other essential operational metrics.
Provide insights and recommendations to improve operational efficiency.
Membership Cancellation Management:
Review Roadside Assistance memberships and make informed decisions about whether to cancel memberships based on predefined criteria.
Maintain accurate records of cancellations and provide documentation as needed.
Tire and Wheel Program Support:
Cancellation Process:
Manage the Tire and Wheel Cancellation process, ensuring accurate and timely processing of requests.
Work closely with team members to address customer inquiries related to cancellations.
Contract Reissue Requests:
Handle Tire and Wheel Contract Reissue Requests efficiently and ensure proper documentation and compliance with company policies.
Understand system requirements and support system development process to advise on automation of manual processes, program development discussions, and vendor management conversations.
After-Hours On-Call Support:
Participate in an evening and weekend leadership on-call rotation to serve as a point of contact for after-hour support, addressing urgent operational issues as they arise.
Essential Job Skills:
Minimum of one year in the RV Industry and three years of customer service experience.
Minimum of one year of experience in a supervisory or team lead role in a customer service environment.
Strong organization, written and verbal communication skills able to present information to customers, partners, and industry in small to large groups.
Working knowledge of current membership database management systems.
Strong Microsoft Office working knowledge, including Word, Excel, PowerPoint, and Outlook required.
Must demonstrate ability to manage multiple tasks in an organized manner.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in using data analysis tools and software.
Ability to handle high-pressure situations and complex customer interactions.
Familiarity with roadside assistance services and contract management (a plus)
Full-time associates are offered a comprehensive benefit package including medical, dental, vision, PTO, 401k and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.comWe 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.
Full-time