Roadside Escalation Analyst

Job not on LinkedIn

November 17

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

💵 $20 - $25 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

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Camping World

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Retail • Transport • B2C

Camping World is a leading retailer specializing in recreational vehicles (RVs), camping gear, and outdoor equipment. The company offers an extensive range of products and services for RV sales, maintenance, and camping supplies. With over 185 locations, Camping World provides customers with access to RVs for purchase or rent, RV maintenance and repair services, and a wide array of camping and outdoor supplies ranging from furniture and appliances to safety equipment and gear for outdoor activities. The company also offers membership services for additional benefits.

10,000+ employees

Founded 1966

🛒 Retail

🚗 Transport

👥 B2C

💰 Venture Round on 2013-07

📋 Description

• Ensuring that all roadside assistance requests are handled promptly and accurately while monitoring real-time via various platforms reviewing cases triggers to mitigate any at risk situations. • Monitor executive email distribution list for VIP escalations to quickly direct, communicate and determine resolution to deescalate situation as needed. • Provide guidance, coaching, and process improvement recommendations to address inefficiencies or gaps in procedures, always keeping the customer journey and experience at the forefront. • Lead development sessions for new hires, agents, leads, and other supervisors, aimed at enhancing performance and elevating customer service standards. • Collaborate with service providers to ensure the most effective course of action is taken promptly and accurately to deliver a definitive resolution. • Work alongside Dispatch and other departments to maintain seamless communication and ensure that all services are coordinated efficiently. • Must be able to assimilate and coordinate various pieces of information to accurately assess the situation, identify the underlying problem or story, and guide others towards a potential solution. • Handle complex or high-priority cases, offering senior-level support and ensuring resolutions that align with both customer and business objectives. • Maintain composure during high stress situations and provide a voice of reason to our agents and members.

🎯 Requirements

• High school diploma or equivalent required; bachelor’s degree in business or related field preferred. • 3 + years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role. • Working knowledge of roadside assistance operations and service-level agreements. • Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations. • Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally. • Excellent organizational and multitasking skills, with attention to detail and time management. • Familiarity with roadside assistance operations, call center software, CRM systems and office 365 applications. • Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships. • Excellent communication and conflict resolution abilities.

🏖️ Benefits

• Paid Time Off • 401(k) • Employee Assistance Program • Good Sam Roadside Assistance • Discounts • Paid parental leave (if eligibility is met) • Tuition Reimbursement (if eligibility is met) • On the job training opportunities • Comprehensive benefit package including medical, dental, vision and more!