Customer Success Coach
(aka help desk specialist who knows the difference between credits and debits!)
Job Type: Full or Part Time (30-40 Hours/Week)
Location: Fully Remote; company based in Mount Juliet, TN
Benefits: Full Benefits Available
Contact: Jackie Duffy
Who We Are
In 2006, we started a journey to provide a solution to a problem that specifically impacted our lives. As outdoor enthusiasts, we were tired of it being easy to make reservations for everything except a crucial part of our lives—reserving time in nature! Frustrated by the clumsy, existing software for online reservations, we set about on a new adventure—to make a simple and intuitive way to book a campsite on the interweb.
Since then, we’ve become one of the fastest growing (adding new customers all the time), industry-leading, cloud-based campground management and online reservation software companies.
We’re an intentionally small team based in Mount Juliet, TN and take our time finding the right people who believe in our mission. For us, this is not just a job—it’s our passion! We take pride in our work and “own our own stuff.” We work hard to be proactive and solve problems. But most importantly, we get what good customer service looks and feels like and want to be the best! We either add value to the market by making campground management and reservations easy, or we find something else to do. To quote the great Yoda, “Do. Or Do Not. There is no try!”
Who You Are
Your friends describe you as a “go getter.” You are a forward thinker who likes to embrace new technologies and find creative, efficient solutions. You generally take life by the horns, but understand that you are not always the smartest person in the room. You enjoy working with people, you’re collaborative, humble, willing to ask questions and provide answers. You get that to succeed, everyone must succeed, and that our customers come first.
How You Can Help
Besides making incredible software that helps park operators live their BEST lives, we commit to creating dependable relationships with our customers and each other.
You’d be a CampLife evangelist, providing the kind of solutions that showcase your fantastic problem-solving skills and the best features of our software. You’d listen well and gather important details on phone, email, and chat conversations. You’d use trouble-shooting skills and knowledge of computers and systems to diagnose and quickly find resolutions to customer concerns. And, you’d cheerfully walk them through fixes using non-jargony language.
You’d be the go-to specialist (within the larger Customer Success team) for any accounting-related software issues that arise. You’d have a thorough understanding of how the accounting functions work within our system, the differences between cash and accrual accounting methods, and be able to explain solutions to our customers in plain language.
You’d also enjoy creating proactive training and support for customers before they even know they need it! And, you’d collaborate with our larger team to find ways to make record-keeping, financial, and reservation processes so simple for campground owners that they’re able to get back to what they do best—creating unforgettable experiences for their campers.
What We Need
A computer-savvy person our parks refer to as the “friendly, responsive one.” Someone who works well with teams, but drives their own work forward. Someone who provides useful, forward-thinking solutions and has the ability to explain complex technology in easy-to-understand language. Someone who can see the forest and the trees. And finally, a person who is genuinely cool, has an open spirit, is willing to learn new technologies, and wants work to feel meaningful and fun.
What You Need
- 2+ years customer service experience.
- An ability to quickly gather pertinent details from customers, solve problems, and learn on the job.
- Resourcefulness and ability to take the initiative in development and completion
of work projects.
- A working knowledge of accounting principles.
- Comfortable thinking, talking, and typing all at once!
- An ability to listen, speak, write, and communicate well in English.
- A demonstrated ability to take the initiative and complete work independently
(with limited supervision), manage your time, and work on multiple tasks and
- Working knowledge of computer systems, software and apps, and a comfort
using the internet.
- An ability to develop positive working relationships and a strong rapport with
team members and customers.
- High school diploma or equivalent.
- Bookkeeping experience a plus!
Still reading? Fantastic!
We believe in hiring smart people and giving them the support they need. Besides working with a team fueled by a mission, you may also enjoy some of these perks:
- A fully remote position (even before the global pandemic!)
- Competitive paid time off plan, including holidays and your birthday
- Health and vision insurance
If this sounds like the type of position that pumps you up (or at least makes you smile) please send a resume and cover letter to email@example.com Also, please tell us a little about yourself and answer these three questions in your cover letter:
- What was the last book you read and how did it impact you?
- How would you define an excellent team player?
- How have you served others in the past 12 months?
We hope to hear from you soon!