Job Description

Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America's largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966.

We strive to build long-term value for our customers, employees, and shareholders by combining a unique and comprehensive assortment of RV products and services with a national network of RV dealerships, service centers and customer support centers along with the industry's most extensive online presence and a highly trained and knowledgeable team of employees serving our customers, the RV lifestyle, and the communities in which we operate. We also believe that our Good Sam organization and family of programs and services uniquely enable us to connect with our customers as stewards of the RV enthusiast community and the RV lifestyle. With RV sales and service locations in 42 states, Camping World has grown to become the prime destinations for everything RV.

We are currently looking for a Lead/Supervisor/Manager of our Escalation/Problem Solver Group in our Chicago office. In this newly created role, the selected candidate will be the first level of escalation for our Escalations Representatives/Problem Solvers with regards to inbound calls, emails, and chats relating to any concerns, challenges, or issues one of our customers may be experiencing. Your role is to work with your team to understand and document the customers concerns and determine resolution for the customer and execute the required actions to resolve the issue. Providing a high level of customer service and solving problems is the primary function of this role.

Essential Job Functions:

• As a Lead/Supervisor/Manager of our escalation group you are the first escalation point and the "Manager on Duty"

• You will proactively contact customers with issues and ensure the customer feels heard and we have a full understanding of the challenge/issue/concern

• You are a good listeners and seek to understand the full scope of a customer's issue

• This role has the authority, when appropriate to offer a resolution on the first call with the customer

• For more complex matters, you will conduct the proper research to better understand the issue and determine if it needs further escalation or you will partner with the proper internal resources to execute an appropriate remedy for the customer

• Provide exemplary customer service on every customer engagement, including but not limited to: calls, emails, social media and any other type of communication; paying attention to detail and responding with first class customer service

• You will be responsible for keeping accurate records of all interactions with customers in Salesforce. You will serve as an evangelist for CW and the outdoor lifestyle we support

• This role can be REMOTE and either Full-Time or Part-Time

Education/Years of Experience:

• Experience in dealing with challenging customer issues and generating positive outcomes

• 3 to 5 years of experience with escalations/customer complaint resolution preferred

• 3 plus years of experience in managing a team, experience managing a remote team a plus

• Bachelor's Degree preferred or appropriate combination of Education and work experience

Other Qualifications:

• Strong computer skills with the ability to effectively maneuver in a Windows environment and through Microsoft Office products; ability to learn new software as needed

• Experience working in Salesforce or other enterprise level CRM systems

• Have a passion for the outdoors with personal experience and proven knowledge participating in outside activities like RVing, Camping, etc.

• Proven ability to engage customers and deliver unparalleled customer service every day; possess a positive, can-do attitude and enjoy connecting and interacting with customers.

• Ability to communicate, both verbally and written, clearly and concisely in English is required.

• Must be willing to work a flexible schedule based on business needs, including evenings, weekends and holidays as needed

Full-time associates are offered a comprehensive benefit package including medical, dental, vision, PTO, 401k 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.

The hourly rate for this role is: $31,200-43,000. Includes overtime potential and variable income.