Contact Center Roadside Assistance Customer Service Supervisor

Roadside Assistance Manager

This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered providing a positive and seamless customer journey. This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. You will be responsible for monitoring cases to ensure the intent of the program and company expectations are being met to ensure the customer experience aligns with the overarching goals of our roadside assistance program. In this role, you will collaborate closely with various internal teams and external partners to facilitate prompt and effective resolutions for our members during their roadside event. You will have the authority to make decisions beyond program limitations when necessary, prioritizing the customer experience. The ability to quickly adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role.

What You'll Do :

• 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.

What You'll Need to Have for the Role :

Pay Range : $50,065.00-$73,055.00 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit www.mycampingworldbenefits.com.

We 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.