Seasonal Customer Care Representative

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Support customers with their orders, refunds, and product inquiries via phone, chat, and email.

• Deliver prompt and effective solutions to ensure a positive experience for customers.

• Maintain comprehensive knowledge of company products through training and educational resources.

• Oversee returns and exchanges.

• Collaborate with the warehouse on shipping and inventory management.

• Address customer feedback received through email.

• Resolve customer service issues in Power Reviews.

• Manage interactions on social media channels.

• Publish or unpublish reviews and filter out inappropriate content.

• Work with cross-functional teams to address customer issues and disseminate product knowledge.

• Assist customers in making informed decisions regarding outdoor activities and troubleshoot website, returns, exchanges, lost shipments, and related challenges.

• Adjust responsibilities to meet changing needs, including membership expansions and seasonal workload variations.

• Carry out additional duties as assigned.

⛳️ Requirements

• Availability during evenings, weekends, and some holidays is required.

• Enjoy engaging with people over the phone and working on a computer.

• A strong passion for the outdoor industry, related activities, and the products offered.

• Advanced knowledge of bicycles is highly advantageous.

• Excellent verbal and written communication abilities.

• Strong problem-solving skills and meticulous attention to detail.

• Proficient in effective sales techniques and soft skills.

• Capability to multitask in a dynamic, fast-paced, omni-channel retail environment.

• Experience with Microsoft Office applications: Outlook, Teams, Word, and Excel.

• A reliable high-speed internet connection is essential.

• Embodies, respects, and upholds the company's core values, The Great 8.

• High school diploma is preferred.

• Fluency in a foreign language is a plus.

• Previous experience in the outdoor industry or retail is favorable.

• Familiarity with Shopify and/or Gladly is a plus.

🏝️ Benefits

• Employee discount and access to professional deals on most products available.

• Complimentary rentals and discounted shop services and labor.

• Team events and recognition-based rewards.

• 40 hours of paid volunteer time off.

• Paid sick leave.

• Charitable contribution matching.

• Employee Assistance Program.

• Access to Employee Resource Groups.

• Retail quarterly bonus program.