Customer Service Resolution Specialist - U.S.

Ogden, Utah
Head Office – Customer Service
Job purpose: As the Customer Service Resolution Specialist, you will demonstrate the difference between good and great by working towards positive solutions that leave a lasting impact. Using an empathetic and customer-first mindset, you will take ownership of all cases where your support is requested either by a member of the team or the customer. Additionally, you will support the development of new initiatives for our team to improve its modern escalation procedures.

Key responsibilities and accountabilities:

    • You drive consistent alignment and a defined customer experience for our global Customer Service teams
    • You are responsible for all communication and reporting related to escalated customer cases
    • You are focused on the best possible customer experience across all channels and touchpoints (Phone, email, Live Chat, Retail, Social Media, customer questions/reviews)
    • You ensure all escalated issues are responded to within 1 business day
    • You handle incident reports, Better Business Bureau (BBB) [MS1] [MP2] complaints and potential legal issues with assistance of HQ and AMER Sport legal teams
    • You support with the resolution of issues that originated at the store level and you collaborate with the Store Manager to ensure our service levels and customer expectations are met
    • You coach and support the store leadership team to find appropriate resolutions for the customer
    • You develop, edit, produce, and analyze Arc’teryx Customer Experience Reporting (VOC) for the Customer Service Leadership Team and cross functional partners
    • You collaborate closely with the Customer Service Communication Specialist to ensure the Arc’teryx customer voice is present in all our customer facing documentation
    • You are responsible for communication with all relevant stakeholders including Customers, Retail District Managers, Store Leadership Team, Veilance, LEAF, ecommerce teams, HQ and AMER Sports Legal Teams
    • You coach and support Customer Service Representatives through escalated customer issues with the vision to increase empowerment and improve first call resolution
    • You ensure accurate tracking of all customer feedback and follow up conversations
    • You collaborate with the Customer Experience Trainers in the development of training resources for the Customer Service staff
    • Some international travel may be required

Additional experience, education and/or skills:

    • Required
    • You have a post-secondary education or equivalent with 6-12 months in a Customer Service role or similar position.
    • You are proficient in Microsoft Office with strong Excel skills
    • You consistently give and receive feedback to/from peers, leadership and cross functional partners
    • You have highly effective verbal and written communication skills
    • You communicate effectively with compassion, empathy and clarity
    • You are cool under pressure with the ability to speak calmly and professionally to displeased customers
    • You have a strong attention to detail
    • You can listen with intent and ask strategic questions, always keeping the conversation factual while hearing the customer out
    • You are proactive and solution-oriented with outstanding problem-solving skills
    • You are flexible and capable of additional tasks as requested by the CS Leadership team
    • You have strong organizational skills
    • You are experienced training others
    • You can work well independently and with a team
    • You remain highly flexible and adaptable when faced with ambiguity
    • You are able to balance autonomy and collaboration
    • You inspire breakthrough thinking and continuous improvement
    • You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
    • Your passion for your work is paralleled by your passion for getting outside and living it
    • Assets
    • You are familiar with Arc’teryx systems and processes
    • You have an extensive product knowledge experience with Arc’teryx products and/or other technical outdoor equipment
    • You have previous management/supervisory experience
    • Participation or an interest in activities we make products for
*Open to International applicants