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Burlington, VT

Full-time | Operations

About the job

The 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 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:

Customer Sales and Service:
Promptly and courteously answer incoming customer calls.
Interface directly with customers via phone, email or social tools.
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 accounts.
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.

Department / Team Support
Help maintain systems for Customer Experience Department by reporting system issues to direct supervisor.
Perform operational tasks associated with order tracking and fulfillment, refund assistance and processing of credits and gift cards.
Develop and maintain expert knowledge of current, past and future product lines.

Performs other duties as assigned.

Minimum Job Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and Experience Requirements:
Minimum 1-year experience in customer service
Knowledge of Zendesk or other customer support/ticketing system preferred
Direct to Consumer, specifically supporting Retail or an eCommerce business preferred
High school diploma, general education degree or equivalent
Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook
Proven ability to exercise sound judgment in interactions and correspondence with customers
Ability to type
Basic math
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 6am to 5pm. 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
Punctualityand attendance are critical to the success of this role and the team

Key Competencies:
Customer service orientation and customer service skills
Positive, friendly attitude and demeanor, in person and by phone
Reliability and high performance orientation
Team-oriented
Interpersonal skills
Communication skills - verbal and written
Listening skills
Problem analysis and problem-solving
Attention to detail and accuracy
Ability to collect and record information
Adaptability and flexibility
Initiative/Self-Starter
Typing and data entry skills
Organizational skills
Physical Requirements:Employee must be able to perform essential functions of position with or without reasonable accommodations.
Must be able to sit for extended periods of time within a typical office environment.
Ability to look at a computer screen for extended periods of time.
Ability to maintain a professional demeanor within a flexible work environment.
Must have close visual acuity to view a computer screen; prepare and analyze data and information; transcribe information; and read.
Must be able to talk; express or exchange ideas by means of the spoken word; those activities where detailed or important spoken instructions or information must be conveyed to others accurately, loudly or quickly (by phone or in person).
Must be able to hear; perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

Employee Conduct:
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.

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.

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






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 were more than makers, were doersyogis, climbers, and world travelersand 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
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