Customer Care Agent

The Happy Camper; Las Vegas (NV); Remote; USD 42,000 - 64,000; Full time

Job summary

The Happy Camper is seeking a dedicated Care Agent to handle end-to-end inquiries, including phone calls and support tickets, with a focus on roadside assistance, lockouts, and accident reports.

You will use playbooks and WheelOS to resolve issues, maintain calm under pressure, and escalate appropriately while delivering consistent, high-quality service from a remote home office in the United States.

Qualifications

• Customer care or call center experience required.
• Strong verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Comfort navigating multiple platforms concurrently (NextivaOne, Slack, SOPs, AI tools).

Responsibilities

• Handle inbound phone calls and support tickets for roadside assistance, lockouts, and accidents.
• Maintain shift reliability and phone availability; manage statuses.
• Follow call and ticket playbooks; escalate per SOPs.
• Empathize with campers during high-stress situations and gather key details.
• Conduct warm transfers to leadership when needed; support team with SOPs and improvements.

Skills

Customer service

Communication

Autonomy

Problem solving

Technical proficiency

Tools

NextivaOne

Slack

WheelOS

Job description

Role OverviewThe Happy Camper is seeking an efficient, customer-focused, and self-motivated Care Agent to join our team. In this role, you will deliver exceptional service by owning end-to-end interactions with campers, including phone calls and ticket management. You will navigate high-stress customer situations such as roadside emergencies, lockouts, and accident reports using standardized playbooks and internal documentation while maintaining operational excellence and efficiency.Key ResponsibilitiesEnd-to-End Inquiry Management: Handle inbound phone calls (routed via NextivaOne/IVR) and support tickets (submitted through company apps) for roadside assistance, lockout situations, and accident reports.Operational Readiness & Status Management: Maintain shift reliability, phone availability (using \"Available\", \"Away\", and \"Offline\" statuses appropriately), and ensure high audio/system connectivity integrity throughout scheduled shifts.Protocol & Playbook Adherence: Strictly follow standardized call and ticket handling playbooks, escalation workflows, and customer interaction standards.High-Stress Support & De-escalation: Empathize with campers during stressful events, gather key details gently and accurately, prioritize camper safety, and remain neutral without implying fault or background internal system mechanics.Warm Transfers & Escalations: Execute proper warm transfers in Slack and via NextivaOne for leadership escalations involving camper safety, emotional distress, accidents, or out-of-scope issues.Team Collaboration & Continuous Learning: Participate in daily touchbases, share process improvement insights, and contribute to standard operating procedures (SOPs) and team educational resources.Operational Independence: Achieve full operational independence and maintain high-quality resolution outcomes within 90 days of onboarding.Learn and efficiently use WheelOS for ticket management and escalations.Requirements & QualificationsCustomer Service Experience: Prior experience in customer care, call center operations, or client success (experience with RV, automotive, or roadside assistance is a plus).Strong Communication Skills: Clear, professional, and empathetic verbal and written communication skills.High Autonomy & Problem-Solving: Ability to work independently with minimal micromanagement, focusing on swift, high-quality results and system efficiency.Technical Proficiency: Ability to navigate multiple platforms simultaneously (e.g., NextivaOne, Slack, internal SOP manuals, and approved AI tools/ChatGPT for quick lookup during calls).Shift Reliability & Environment: A quiet, dedicated home office space with stable internet and reliable hardware to maintain seamless phone and ticket operations.Professional Standards & GuidelinesMaintain a customer-first brand representation under \"The Happy Camper\" brand umbrella.Focus on problem-resolution using neutral language; avoid re-directing blame or citing internal/third-party operational complexities.Actively utilize company documentation and knowledge assets during live interactions to ensure fast and accurate solutions.