Customer Support Specialist

Job Description

The Storyteller Overland vibe started out as a drawing on a restaurant napkin in 2017 illustrating a desire to help people live more adventurous lives. Back then, very few had ever heard of an adventure van, and some at the restaurant table with CEO Jeffrey Hunter had doubts it would ever sell.

 

The company officially launched in 2018 with a humble yet confident team of seven employees. Over the next year, we worked on launching our MODE 4×4 and finding dealer partners to work with, and finally, the dream was turning into a reality.

 

We’ve been fortunate to be full speed ahead since then. We’ve added sister companies to our galaxy and built out quite the impressive team – hopefully you included. We hit 500 vans built, then 1,000, then so many more that these milestones became difficult to keep track of. We’ve added new vehicles to our lineup and have built a massive community of like-minded adventurers that also continues to grow.

 

As we reflect on our history, though, we remind ourselves that our best ideas are still ahead of us, not behind us. Here’s to saying yes to the next grand adventure!

 

Our Vibe:

We are proud to have a people centered, values-driven culture, which means we focus less on rules & transacting and more on values & transforming. Our goal is to create workplaces and spaces where great people can do great things in order to thrive and flourish both professionally and personally. 

 

Overview: 

 

As a Customer Support Specialist you will assist in the daily operations of Storyteller’s customer service team. You will take full ownership of customer issues and see them through to resolution as they are your own, while being a superior brand ambassador of our reputation within our vibrant community of vanlifers, adventure seekers, and outdoor enthusiasts.  

 

General Responsibilities:

 

• Receive technical support complaints via calls, emails, or in-person visits and solve them directly when possible or route them to the appropriate person to solve the problem,
• Resolve product or service problems by clarifying the customer’s complaint/concern, determining the root cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution to the very end,
• Proactively identify recurring service trends and collaborate with internal teams, including engineering, production, and quality, to suggest and implement iterative product or process improvements,
• Maintain accurate and comprehensive records of customer interactions, complaints, and resolutions by efficiently inputting data into various customer relationship management (CRM) and company systems,
• Stay informed on and keep track of Technical Service Bulletins (TSBs) and recalls, ensuring timely communication and resolution for impacted customers,
• Provide detailed product information, technical support, and guidance to customers, serving as a knowledgeable and approachable resource for the vanlife and adventure community,
• Build and maintain positive relationships with customers by providing empathetic, proactive, and professional support that upholds and strengthens Storyteller’s brand reputation,
• Participate in training sessions and stay updated on product changes, new releases, and industry trends to continuously enhance customer support capabilities,
• Contribute to the overall success of the customer service team by co-elevating  with all team members through collaboration, cooperation, and camaraderie,
• Perform additional responsibilities and tasks as assigned to support organizational and team goals.

 

Work Schedule:

 

• Fixed: Monday – Friday from 8 a.m. to 5 p.m. 

 

Qualifications/Skills:

 

• Customer service & support, product knowledge, G Suite familiarity, quality orientation, people centric, good problem solver, solid data entry practices, exceptional phone skills, active listener, conflict resolution expert, juggler of many tasks simultaneously well, and patient.

 

Education and Experience: 

 

• High School Diploma or GED required
• Familiarity with office software and G Suite
• Familiarity with Automotive Service & Support
• Prior knowledge of automobile parts and/or an aptitude for learning automotive parts
• Prior experience working in customer service position(s)
• Proven track record of working in a fast-paced, high-stress position that requires high levels of emotional intelligence

 

Position Scorecard: 

 

• Core Competencies – Customer-centric Mindset, Problem-solving Skills, Communication Skills, Technical Knowledge, Attention to Detail, Collaboration and Teamwork, Adaptability, Resilience, Organizational & Time Management Skills, Brand Advocacy, and a Continuous Improvement Mindset.

• Position Mission – To deliver exceptional support by resolving customer issues with empathy, professionalism, and efficiency, ensuring a positive experience that reflects the values of Storyteller Overland. By addressing concerns, identifying trends, and collaborating with internal teams, this role strengthens customer trust, enhances product quality, and upholds the brand’s reputation within the vanlife and adventure community.
• Anticipated Outcome – Provide consistent support that yields satisfied customers who trust Storyteller Overland for exceptional support, seamless issue resolution, and a superior ownership experience.

 

Physical Requirements: 

 

Candidates should be prepared for the following:

 

• Sitting: The majority of the workday will be spent sitting at a desk, using a computer, and performing tasks that require sustained attention and focus.
• Light Lifting: Occasionally, employees may need to lift and carry boxes or office supplies weighing up to 50 pounds.
• Reaching and Stretching: There may be instances where reaching or stretching is required to access files, office equipment, or supplies.
• Visual and Mental Concentration: The position may require employees to read documents, analyze data, and perform tasks that demand a high level of visual and mental concentration.
• Repetitive Tasks: Some tasks may involve repetitive motions, such as filing, scanning, or using office equipment, which may require attention to ergonomics and comfort.
• Ability to Sit and Stand for Meetings: Meetings or discussions may require employees to sit or stand for varying periods.

 

It’s important to note that this job primarily involves office-based work, and the physical demands are generally minimal. Accommodations will be provided as needed to ensure the comfort and well-being of employees in accordance with applicable laws and regulations.