Customer Care Agent

Role Overview

The Happy Camper is seeking an efficient, customer-focused, and self-motivated Care Agent to join our team. In this role, you will deliver exceptional service by owning end-to-end interactions with campers, including phone calls and ticket management. You will navigate high-stress customer situations such as roadside emergencies, lockouts, and accident reports using standardized playbooks and internal documentation while maintaining operational excellence and efficiency.

Key Responsibilities

• End-to-End Inquiry Management: Handle inbound phone calls (routed via NextivaOne/IVR) and support tickets (submitted through company apps) for roadside assistance, lockout situations, and accident reports.
• Operational Readiness & Status Management: Maintain shift reliability, phone availability (using "Available", "Away", and "Offline" statuses appropriately), and ensure high audio/system connectivity integrity throughout scheduled shifts.
• Protocol & Playbook Adherence: Strictly follow standardized call and ticket handling playbooks, escalation workflows, and customer interaction standards.
• High-Stress Support & De-escalation: Empathize with campers during stressful events, gather key details gently and accurately, prioritize camper safety, and remain neutral without implying fault or background internal system mechanics.
• Warm Transfers & Escalations: Execute proper warm transfers in Slack and via NextivaOne for leadership escalations involving camper safety, emotional distress, accidents, or out-of-scope issues.
• Team Collaboration & Continuous Learning: Participate in daily touchbases, share process improvement insights, and contribute to standard operating procedures (SOPs) and team educational resources.
• Operational Independence: Achieve full operational independence and maintain high-quality resolution outcomes within 90 days of onboarding.
• Learn and efficiently use WheelOS for ticket management and escalations.

Requirements & Qualifications

• Customer Service Experience: Prior experience in customer care, call center operations, or client success (experience with RV, automotive, or roadside assistance is a plus).
• Strong Communication Skills: Clear, professional, and empathetic verbal and written communication skills.
• High Autonomy & Problem-Solving: Ability to work independently with minimal micromanagement, focusing on swift, high-quality results and system efficiency.
• Technical Proficiency: Ability to navigate multiple platforms simultaneously (e.g., NextivaOne, Slack, internal SOP manuals, and approved AI tools/ChatGPT for quick lookup during calls).
• Shift Reliability & Environment: A quiet, dedicated home office space with stable internet and reliable hardware to maintain seamless phone and ticket operations.

Professional Standards & Guidelines

• Maintain a customer-first brand representation under "The Happy Camper" brand umbrella.
• Focus on problem-resolution using neutral language; avoid re-directing blame or citing internal/third-party operational complexities.
• Actively utilize company documentation and knowledge assets during live interactions to ensure fast and accurate solutions.