Columbia Sportswear Company Carlsbad , CA 92008
The successful temporary part time Customer ExperienceAssociate is responsible for providing customer service support by telephoneand email and delivering exceptional service to create and retain loyal andlifelong prAna customers.
The temporary part time Customer Experience Associateis responsible for all customer contacts and must be able to show appropriateempathy at all times. Contacts may include inquiries such as placing orders,assisting with existing orders, warranty, billing, shipping and generalcustomer questions. The ideal candidate is patient, flexible and enjoysinteracting with customers to help resolve issues while building brand loyalty.He/she will work in a fast-paced environment requiring the ability to maintaina calm and professional composure at all times. He/she is able to work on thephone and computer for majority of the day. He/she is a team player with apositive and supportive attitude.
Availability and Schedule:
Temporaryposition through the beginning of January
Schedule- Monday through Thursday 7am to 2:00pm, with 1-hr lunch
Fridays Up to 5 hours, depending on call and email volume, starting at 6am or 7am
Weekendavailability Saturday and Sunday 7am to 2pm
Additionalavailability to cover customer service team members for sick and vacation days
Must be able to work any/all scheduleddays during the holiday season
Customer Sales and
Service: e-Commerce & Influencer
Promptlyand courteously answer incoming customer calls
Interfacedirectly with customers via phone, email or social tools
Workwithin the Zendesk ticketing tool to record calls and email contacts
Preparefor customer inquiries by studying products, services, and customer serviceprocesses
Researchand resolve all customer inquiries and complaints to ensure customer retentionand satisfaction
Helpcustomers adjust information regarding their orders and account. This includesproviding product information and suggestions
Respondto customer inquiries by understanding the inquiry; reviewing previousinquiries and responses; gathering and researching information; assembling andforwarding information; verifying customer's understanding of information andanswer
Enter/documentinquiries and responses in customers' Full Circle accoun
Improvequality of service by recommending improved processes; identifying new productand service applications
Providereturns and warranty information, as needed
Maintainconstant communication with customer through email and phone conversations
Uploadand adjust online orders. Ensure fulfillment by following up on orderturnaround and back orders
Updateand charge credit card info as needed
Participatein training and team building exercises developed by management.
Department / TeamSupport
Helpmaintain systems for Customer Experience Department. This includes Full Circle, Merchant Tools andphone system
Developand maintain expert knowledge of current, past and future product lines
Minimum1 year experience in customer service
High school diploma, general education degree or equivalent
Computer skills, including proficiency in MS Office (Word, Excel)and MS Outlook
Ability to type
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.
Please note: All candidates will be subject to a post-offer background check which may include, depending on position requirements, criminal history, credit history, driving record, employment verification, education and reference check.
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