Columbia Sportswear Company Temporary/Part Time - Customer Experience Associate - Schedule: Monday through Friday with flexibility to work holidays and weekends in Carlsbad, California

Temporary/Part Time - Customer Experience Associate - Schedule: Monday through Friday with flexibility to work holidays and weekends

Tracking Code

281-938

Job Description

Overview of the Position:

The successful temporary part time Customer Experience Associate is responsible for providing customer service support by telephone and email and delivering exceptional service to create and retain loyal and lifelong prAna customers.

The part time Customer Experience Associate is responsible for all customer contacts and must be able to show appropriate empathy at all times. Contacts may include inquiries such as placing orders, assisting with existing orders, warranty, billing, shipping and general customer questions. The ideal candidate is patient, flexible and enjoys interacting with customers to help resolve issues while building brand loyalty. He/she will work in a fast-paced environment requiring the ability to maintain a calm and professional composure at all times. He/she is able to work on the phone and computer for majority of the day. He/she is a team player with a positive and supportive attitude.

Essential Functions and Responsibilities:

1) Availability and Schedule:

  • Temporary position through the beginning of January.

  • Schedule - Monday through Thursday 6am to 1pm or 7am to 2:00pm, with 1-hr lunch.

  • Fridays – Up to 5 hours, depending on call and email volume, starting at 6am or 7am.

  • Additional availability to cover customer service team members for sick and vacation days.

  • Must be able to work any/all scheduled days during the holiday season.

2) Customer Sales and Service: e-Commerce & Influencer

  • Promptly and courteously answer incoming customer calls.

  • Interface directly with customers via phone, email or social tools.

  • Work within the Zendesk ticketing tool to recording call and email contacts

  • Prepare for customer inquiries by studying products, services, and customer service processes.

  • Research and resolve all customer inquiries and complaints to ensure customer retention and satisfaction.

  • Help customers adjust information regarding their orders and account. This includes providing product information and suggestions.

  • Respond to customer inquiries by understanding the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.

  • Enter/document inquiries and responses in customers’ Full Circle account.

  • Improve quality of service by recommending improved processes; identifying new product and service applications.

  • Provide returns and warranty information, as needed.

  • Maintain constant communication with customer through email and phone conversations.

  • Upload and adjust online orders. Ensure fulfillment by following up on order turnaround and back orders.

  • Update and charge credit card info as needed.

  • Participate in training and team building exercises developed by management.

3) Department / Team Support

  • Help maintain systems for Customer Experience Department. This includes Full Circle, Merchant Tools and phone system.

  • Develop and maintain expert knowledge of current, past and future product lines.

Performs other duties as assigned.

Required Experience

Education and Experience Requirements:

  • Minimum 1 year experience in customer service

  • High school diploma, general education degree or equivalent

  • Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook

  • Ability to type

  • Basic math

Employee must be able to perform essential functions of position with or without reasonable accommodations.

**Please note: All candidates will be subject to a post-offer background check which may include, depending on position requirements, criminal history, credit history, driving record, employment verification, education and reference check.

EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age

Job Location

Carlsbad, California, United States

Position Type

Part-Time