Customer Service Representative (Temporary)

North Vancouver, BC, Canada /
Head Office – Customer Service /
Full-time
As a Customer Service Representative, you provide an exceptional experience for our consumers by offering expert product knowledge and an authentic, personalized service. You contribute to a dynamic, high performing team committed to both Customer Service and After-Sales support. You engage with our customers through multiple channels, demonstrating an ability to listen actively, communicate effectively and find positive solutions.

Under current health and safety recommendations, this role offers the flexibility of working in our office or from home. As such, all applicants must have a quiet, private workspace and a high-speed internet connection. Working at home or in the office is subject to business needs.

Key responsibilities and accountabilities:

    • You respond to customer contacts through multiple channels including phones, email, web reviews and Livechat
    • You acquire a detailed understanding of Arc’teryx Customer Service and After-Sales procedures to answer inquiries regarding products, technical features, and repair
    • You create return authorizations and facilitate assessments for items requiring product service
    • You adhere to our service guidelines, ensuring communication is friendly, professional and authentic
    • You manage customers’ expectations, resolving their requests, questions, and concerns while analyzing situations to determine best use of resources
    • You effectively manage work load with consideration of our department’s service level goals
    • You pursue extensive knowledge of Arc’teryx products, past and present
    • You identify opportunities for improving services and systems we use
    • You take on other tasks as required

Additional experience, education and/or skills:

    • You have a knowledge of or experience using Arc’teryx products or other outdoor brand products
    • You have highly effective verbal and written communication skills
    • You are proactive and comfortable communicating with customers via phone and email
    • You have strong organizational, interpersonal, and problem-solving skills
    • You have a strong attention to detail, including accurate data and order entry skills
    • You are proficient in Microsoft Office
    • You are proactive in identifying the root cause of issues and developing solutions
    • 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
    • Ability to speak a second language
    • Previous customer service or sales experience, preferably in outdoor retail or similar
    • Interest or involvement in activities that we make products for