Arc'teryx Equipment Inc.:
Customer Service Resolution Specialist - U.S. Job in Ogden, BC
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Ogden, BC
Full-time
About the job
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 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
Apply for this job
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 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
Apply for this job