Guest Services Representative - Seasonal

• Providing customer service support by interacting with guests across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat
• Utilizing a detailed understanding of Arc'teryx Guest Services and After-Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively managing your workload with consideration of our department's service level goals
• Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests
• Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions
• Providing high-quality, guest-centric interactions and being open to coaching and feedback to support personal and team growth
• Taking ownership of guest concerns from start to finish, ensuring timely follow-up and resolution
• Other duties as required

• Stretching your support in collaboration with leadership by taking on focused tasks
• Contributing to the development of new resources to improve service levels and overall guest experience
• Acquiring knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems
• Actively contributing to a supportive and collaborative team culture, including sharing insights and best practices

• You have knowledge of or experience using Arc'teryx products or other outdoor brand products
• You have highly effective verbal and written communication skills
• You are able to read, write, fluently speak and understand the English language
• You are proactive and comfortable communicating with customers via phone and email
• You have strong organizational, interpersonal, and problem-solving skills
• You have a strong attention to detail, including accurate data and order entry skills
• You are proficient in Microsoft Office
• You are proactive in identifying the root cause of issues and developing solutions
• You remain highly flexible and adaptable when faced with ambiguity
• You are comfortable with change, and able to switch to other tasks or business areas as needed when business demands shift
• You are able to balance autonomy and collaboration
• You inspire breakthrough thinking and continuous improvement
• You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Your passion for your work is paralleled by your passion for getting outside and living it

• In this role, you are expected to work a minimum of three days per week in-office, following a set hybrid schedule as determined by the department. The hybrid schedule will begin following graduation from training, which begins immediately upon hire and is approximately 2 months long. During training, employees will take part in a structured training and onboarding class to learn systems and processes, product knowledge, and guest interactions.
• Blackout dates apply during peak periods, during which time off will not be approved:
• November 17 - January 16; March 23 - March 31.
• November 24 - December 5 & March 23 - March 31, all team members are required to be in office full-time.
• Additionally, employees are expected to be available and not take time off during their first month(s) of employment to ensure training requirements are met.

Arc'teryx