Off-Road Customer Experience Leader (On-Site)

RCI Offroad; Loveland (CO); On-site; USD 60,000 - 85,000; Full time

Job summary

RCI Off Road in Loveland, CO, seeks a Sales and Customer Service Leader to guide the team in delivering best-in-class service, meet KPI goals, and support revenue objectives. The role combines frontline customer care supervision with training and process improvements to ensure smooth order management and timely issue resolution.

You will mentor agents, generate performance reports, coordinate tasks, and collaborate across departments to maintain high service levels.

Qualifications

• Must have prior experience in a Customer Service Manager, CSR, or similar role.
• Experience leading a Customer Service and Sales team to meet KPIs and revenue goals.
• Strong communication and interpersonal skills with ability to work under pressure.
• Proficiency with Netsuite, Slack and standard office suites.

Responsibilities

• Serve as a team lead to meet or beat service level goals and address escalations.
• Prepare performance reports for leadership outlining results and opportunities.
• Ensure agents are logged into phones and chat as scheduled; manage daily/weekly tasks.
• Oversee order management activities and support sales and CS teams with problem solving and training.
• Organize workflow to meet customer deadlines and provide ongoing training to new hires.

Skills

Team leadership

Communication skills

Multi-tasking

Training

Problem solving

Customer service

Workflow organization

Customer escalations handling

Education

High school diploma or equivalent

Tools

Netsuite

Slack

Microsoft Office

Google Workspace

Job description

RCI Off Road in Loveland, CO, seeks a Sales and Customer Service Leader to guide the team in delivering best-in-class service, meet KPI goals, and support revenue objectives. The role combines frontline customer care supervision with training and process improvements to ensure smooth order management and timely issue resolution.

You will mentor agents, generate performance reports, coordinate tasks, and collaborate across departments to maintain high service levels.