at Camping World in Wauconda, Illinois, United States
Job Description
The Regional Customer Service Manager will be aligned to a region and focused on partnering in a consultative manner at the store level to resolve customer concerns in a manner that retains the customer. This role will work collaboratively with leadership to effectively resolve customer concerns while being accountable for customer satisfaction and retention across all Camping World and Good Sam interactions. The RCSM will work directly with the location teams to resolve customer issues and consult with leadership.
Key Responsibilities
· Review and manage all open customer issues and complaints at the designated stores daily, identifying friction points and improving customer experience across all interactions.
· Collaborate with dealership staff, managers, and service teams to address customer concerns promptly and effectively.
· Use discretion and sound judgment to handle customer issues professionally and courteously, ensuring a swift and satisfactory resolution.
· Maintains detailed records and ensures cases are properly assigned with reasons and root causes. Works with leadership in a consultative manner to identify patterns. Creates training opportunities and contributes to constant process refinement.
· Meets regularly with the SRVP to align on goals and focus areas overall and specific to locations.
o Currently open Cases
o Locations with a year-over-year change
o Specific re-occurring issues.
§ License and title issues
§ Not getting signed work orders.
§ Personnel issues
o Resolution Costs
o Legal Cases
§ Open Cases
§ Materials due from dealerships
· Partners with their SVP to create quarterly objective goals.
Weekly Time Distribution
· Working directly with customers on the phone or via video calls 40%
· Communicating with the dealership and regional leadership 25%
· Case research and reporting 30%
· Other duties and projects 5%
Annual Travel up to 5%
· Semi-annual meetings lasting multiple days.
· Limited dealer visits
· CEC training in Lincolnshire
Requirements
Experience
· 5+ years of experience in customer service management with demonstrated experience in resolving customer concerns efficiently and effectively.
· Experience working with multiple dealerships or locations.
· 2 years in an automotive, powersports, marine, or RV dealer.
· Experience with license and title processing
o Lien perfection
o DVM Systems
o Out-of-state registrations
· Experience with handling customer concerns that have resulted in legal action.
· Experience with negotiating settlements
Skills
· Excellent customer service, problem-solving, and conflict-resolution skills
o Able to appropriately demonstrate empathy.
o Listens to understand.
o Maintains composure and poise when confronted by a difficult situation.
· High level of integrity and discernment with a demonstrated history of increasing job responsibility.
· Excellent communication and interpersonal skills, oral and written communication/presentation skills
· Ability to manage and prioritize multiple tasks. Excellent time management, CRM, organization, and follow-up skills.
Education
Bachelor’s degree in business administration or a related field preferred
Summary
The RCSM ensures high customer satisfaction and retention across all Camping World and Good Sam interactions within their region, focusing on partnering in a consultative manner at the store level to resolve customer issues in a way that repairs our relationship with the customer and aims to retain their business. This role will collaborate with leadership, providing data-driven and subjective insight based on dealer history and interactions with dealer personnel during customer resolutions.
Pay Range:
$58,425.00-$87,637.50 Annual
In addition to competitive pay, we offer Tuition Reimbursement, Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave, 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.
