The Outdoor Industry Jobs Marketplace


Customer Experience Representative

 

Posted by Glade Optics on 09/21/2021


Job Basics

Industry Sector: Snow

Job Categories: Customer Service

Company Type: HardGoods/Equipment

State: CO

City: Breckenridge

Country: United States

Required Experience: 1 - 3 years


Job Type: Full Time

Salary: $18-24 per hour

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: Yes

Job Seeker Must Live Within: Telecommute


Job Description & Requirements

Are you a people-person who likes connecting with your fellow shredders, whooping from the lift, and sharing your parking lot campfire?  

We’re looking for a customer service representative to handle inquiries from our loyal customers and fans. You’ll primarily use email, chat, and occasionally phone (what’s that?) to respond to and resolve any questions and issues that come our way.  We need someone who understands the importance of customer-centric service and is willing to go above and beyond to build an unparalleled customer experience that lives up to our brand promise and sets a new standard in our industry.

 

RESPONSIBILITIES:

  • Manage all ecommerce related consumer inquiries.

  • Assist consumers with returns, refunds, and other order related questions.

  • Ensure full customer satisfaction and keep a friendly, helpful, and down-to-earth demeanor through all customer touchpoints.

  • Maintain a high level of product knowledge and usage to provide legitimate recommendations, solutions, and insights that resonate and resolve.  

  • Identify, and implement, ways to improve the Glade customer experience. This is your baby.  

  • Refer any unresolved customer issues to the team for further investigation and assistance.

  • Create, maintain, and share a list of common customer questions, product feedback, and issues with the team. 

  • Proactively identify issue trends and report accordingly.   

  • Coordinate with the warehouse to correct any errant and/or delayed shipments.

  • Maintain close contact with the customer to give updates on progress toward resolution of issue or service request.

  • Respond to product reviews.

  • You may be brought in to work on various marketing or operational projects when ticket volume is low.


IDEAL EXPERIENCE:

  • At least 1-2 years of direct customer service experience via email, chat, and phone.

  • Candidate is a ski and outdoor enthusiast who can relate to our customers. If you dream of powder then you might be a great fit.

  • Experience with Gorgias, ShipHero, Shopify, and Returnly a plus.


Glade is a dynamic, young, and scrappy company, and while we don’t take ourselves seriously, we do take our mission and customer interaction seriously. We are looking for positive individuals who like to solve problems and are self-starters looking to grow a career in the outdoor industry. This position has great growth potential in one of the fastest growing companies in the outdoor industry.


Glade offers competitive compensation and schedule flexibility. This can be a full-time position or part-time position depending on the candidate, remote or local to Breckenridge, Colorado. Please send your resume and a cover letter to curt@gladegoggles.com and michael@gladegoggles.com.


About Glade Optics

We build premium goggles and helmets for committed skiers and snowboarders.

Born in Vermont and built in Colorado, we are a grassroots, independent brand building goggles for perfect vision in all conditions - guaranteed. We invite you to join the movement.