Customer Experience Associate II

0 year(s)
Full-Time
N/A
Job Description
.

prAna – AN ACTIVE OUTDOOR LIFESTYLE BRAND 
We know from experience that the effects of an active life spent outdoors are profound and can be both the springboard and the foundation to a greater and lasting sense of well-being. We believe to be well; you have to get outside.  
We believe in Nature’s power to better Humanity and in humanity’s responsibility to do better by nature.   

Whether it’s going for a hike at sunrise or taking a walk at sunset, practicing yoga at the beach or building a campfire after a day of surf. Looking out from a rock you’ve just climbed, or just looking up whenever you’re outside. We believe the most important step you take on your journey to well-being is the one that takes you beyond your doorstep.  

We’ve used these moments to design our products and packaging, incorporating innovative and sustainable practices in everything we do, to lessen our impact on the planet. 

ABOUT THE POSITION 
As a Customer Experience Associate you will be responsible for providing customer service support by telephone and email, while delivering exceptional service to create and retain loyal and lifelong prAna customers.

Here you will manage all customer contacts and must be able to always show appropriate empathy. Contacts may include inquiries such as placing orders, assisting with existing orders, warranty, billing, shipping, and general customer questions.

HOW YOU’LL MAKE A DIFFERENCE
Promptly and courteously answer incoming customer calls and respond to customers via email. Place outgoing calls regarding return/exchange processes, product inquiries, order issues, warranty information, and general customer service support
Research and resolve all customer inquiries and complaints
Enter/document inquiries and responses in customers’ accounts/Zendesk.
Placing orders on behalf of customers.  When necessary, help customers adjust information regarding their orders and account. This includes providing product information and suggestions
Participate in training and team building exercises developed by Management.  Become a subject matter expert on current, past, and future product lines

YOU ARE 
Patient, flexible and enjoy interacting with customers to help resolve issues while building brand loyalty
Known for exercising sound judgment in interactions and correspondence with customers
At your best in a fast-paced environment, maintaining calm and professional composure at all times
Happy working on the phone and computer for majority of the day
A team player with a positive and supportive attitude

YOU HAVE 
High school diploma, general education degree or equivalent
Minimum 2-4 years of experience in customer service - Direct to Consumer experience supporting Retail or an eCommerce business preferred
Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook
Knowledge of Zendesk or other customer support/ticketing system – preferred
Ability to work in a hybrid capacity

SCHEDULE REQUIREMENTS
Schedules will be based on customer and business needs and may be subject to change
Schedules will always reflect the appropriate time period for meal periods and breaks
Standard hours of operation are Monday thru Friday from 7am to 4pm.  During the holidays, Saturdays are added to the schedule and the hours are extended in order to service our customers during higher volume times. Team members will be scheduled for five (8) hour shifts per week up to 40 hours/week. Flexibility for occasional overtime may be required
Blackout dates apply during key promotional and holiday time periods when customer demands increase; employees may not request or take vacation during blackout periods
Punctuality and attendance are critical to the success of this role and the team

To learn more about our hiring process during COVID-19, click here.

#LI-SR1






We create versatile, stylish, and sustainable clothing and accessories that you can wear during every activity, every adventure, every day. How do we know? Because we base our designs on our own experiences. You see we’re more than makers, we’re doers—yogis, climbers, and world travelers—and we use our knowledge to make adventurous, free-spirited clothes that look good and play hard.


This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.


At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.