Seasonal eCommerce Customer Experience Representative

Seasonal eCommerce Customer Experience Representative

Outdoorplay is your online home for quality paddle sports, camping, hiking, rock climbing and snow gear. In business for more than 25 years, our mission is to provide superior gear and five-star service that increases the outdoor quality of life of each customer. Outdoorplay team members pride themselves on living the Outdoorplay core values: quality, respect, integrity, balance, fun, and most importantly, valuing people. Dedication to these values promotes a positive work culture where fun and work often meet at the threshold of synonymous.

Due to recent growth, we’re actively hiring Customer Service enthusiasts to serve as the voice of Outdoorplay in a contact center remote environment. You will play a major role in the success of Outdoorplay by processing online orders and returns, answering inquiries, resolving issues, and uncovering and exploring opportunities to sell additional outdoor products and services. This is a high energy, fast-paced environment with unlimited opportunity to grow, learn, and work with a supportive team. If you genuinely like helping customers, have a welcoming vibe, and enjoy the outdoor lifestyle, then this is the role for you. 

What You’ll Be Doing: 

• Guide and process customer orders and inquiries in a fast-paced environment. 

• Communicate with customers via phone and email, while providing five-star quality service that’s prompt, courteous, professional, and efficient 

• Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues

• Help customers navigate Outdoorplay’s website and place orders online

• Provide knowledgeable answers to questions about products, services, pricing and availability

• Accurately track and document detailed and concise notes on all customer interactions 

• Strive for first call, email, chat resolution, and take ownership of customer needs and issues

• Consistently meet or exceed established performance standards in quality, productivity, customer satisfaction, attendance, schedule adherence and sales

• Maintain a positive and professional attitude while working under pressure or against deadlines

• Notify management if you see an opportunity that can improve and streamline our business processes. Your voice matters at Outdoorplay

• All other duties as assigned

 Required Qualifications:

• High school diploma or equivalent. 

• 2-3 years customer service / sales experience 

• Care about customers! Has the ability to engage with customers, build rapport, share and inform, and handle escalated situations as they arise

• Sense of urgency and a high level of personal integrity and accountability

• Exceptional verbal and written communication skills

• Excellent organizational skills, attention to detail and ability to follow up in a timely manner

• Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems

• Strong learning agility; flexible and adaptable to learning new things and then apply that learning to perform successfully in the role in a fast paced, performance driven environment

• Ability to adapt to change

• Ability and willingness to work a flexible schedule/overtime, including weekends and holidays

Preferred Qualifications: 

• Previous contact center and work from home experience strongly preferred

• Experience in outdoor sporting goods or sporting goods market strongly preferred

Remote Work Qualifications:

• This is a remote work opportunity. You must have a secure, quiet, distraction-free home environment without any conflicting responsibilities during your scheduled work shift. (Conflicting responsibilities may include caring for a family member).  

• Demonstrated self-discipline, time management, resourcefulness, and the ability to work collaboratively with others in a remote work environment. 

• Ability to self-manage home equipment and ongoing proactive, skilled, and effective management of your home network and connections. 

What We Offer You: 

• Competitive Pay (including paid training) 

• Health Insurance 

• Retirement Plan 

• Paid Time Off and Holidays 

• Employee Discounts 

• Monthly 1:1 coaching sessions with your manager for career development, team huddles, and team meetings 

• An opportunity to work for a company passionate about people and love for the outdoors

Outdoor Play Inc is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.