Customer Support Representative
Job Description
Job Summary:
As a member of the Service and Operations Support Team, the Customer Support Representative (CSR) – Tier 1 will support Outfitter and Dealer daily operations. The CSR – Tier 1 is responsible for providing first line outfitter support by phone and email and escalating as appropriate. The Customer Support Representative Team is dedicated to delivering exceptional customer experiences.
Essential Duties & Responsibilities:
Outfitter Support
- Operate as the first point of contact for Outfitters (B2B) via CRM and phone system.
- Ensure timely and accurate responses to daily Outfitter program inquiries.
- Provide ad-hoc training to Outfitters related to adventure tools and processes such as MPWR Book, MPWR Learn, Check In/Out Process, Insurances, Accounting, and Program policies.
- Communicate pertinent information about Outfitters/Members to leadership team. Details may include competitive intelligence, expansion and growth initiatives, marketing activities, and support trend/concerns.
- Ability to recognize unique situations and escalate as needed.
- Partner with Regional Account Managers to build long-term relationships.
- Work collaboratively and cross functionally with all internal teams.
- Perform other tasks as assigned.
- Provides a premium experience for the membership program. Empowered to resolve issues and deliver solutions that create positive customer interaction.
- Operates as the first point of contact for customer support; handling inquiries and requests from members and handing off leads to the Sales team.
- Facilitates member reservations; familiar with catalog offerings, knowledgeable of process and requirements, maintains accurate reservation data, and supports member bookings.
- Tier 1 support for the Xchange team via case platform.
- Assist internal teams on data entry and other ad-hoc projects.
- Bachelor’s degree in business or related field is preferred.
- Must be open to working nights/weekends (as scheduled).
- Customer service experience.
- Strong attention to detail.
- Ability to understand and follow process flows, while challenging the status quo in an effort to improve the overall program.
- Must be able to build rapport in verbal and written communications.
- High performer that takes initiative with the ability to anticipate the needs of the customer.
- Must be able to negotiate challenges, remove barriers, and work through issues.
- Superior interpersonal skills. Ability to work professionally and effectively with a diverse group of individuals, building strong relationships with Outfitters and team members, and resolve conflicts or concerns as they arise.
Meet Your Recruiter
Kirsten Overlee
Senior Director Recruiting
Kirsten is a highly strategic, results oriented Senior Director of IT Recruiting with more than 20 years of experience attracting and retaining top quality candidates. She currently leads our outstanding IT and Engineering recruiting team and handles account management for some of Corps Teams top clients.
Prior to Corps Team, Kirsten was a Sr Recruiter for two well-known IT Staffing Firms and a Corporate Recruiter for MedImpact Healthcare Systems, Western Digital and Texas Instruments. Kirsten brings a unique expertise to the table based on her diverse recruiting background and has gained a reputation as a no-nonsense recruitment professional. Kirsten can draw upon a diverse history in Talent Acquisition, “Needle in a Haystack”, sourcing, recruitment and screening, Executive Search, Client Relationship Management, Account Management and Client Retention. Kirsten is an active professional member of SHRM and possesses a Bachelor of Business Administration with an emphasis in Management Information Systems. Kirsten has been with Corps Team for over ten years.