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Gregory Customer Service Representative at Samsonite

Gregory Customer Service Representative

Samsonite Salt Lake City, UT Full Time
Overview

This is an incredibly exciting time to join Gregory Mountain Products. Gregory is a legacy company in the outdoor industry that is growing and thriving under our supportive parent company, Samsonite. As a Consumer Experience Agent for Gregory, you will be the front-line ambassador for our brand. We are looking for a candidate that will partner with our passionate and incredibly talented team to build an authentic, professional and world class consumer experience.


Qualifications

Minimum Requirements

  • Passionate outdoor user with general knowledge of outdoor gear and equipment
  • At least 1-2 years minimum of customer service experience handling inbound consumer support or comparable outdoor specialty retail experience.
  • Must have excellent communication and listening skills – written and oral
  • High level of patience when handling consumers
  • High attention to detail
  • Ability to multi-task and stay organized
  • Professional and friendly demeanor
  • Critical thinking and problem-solving skills
  • Strong computer literacy and call center software experience

Preferred Skills and Industry Experience

  • Consumer goods experience within a call center environment, ideally with an outdoor oriented company
  • CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke or comparable CRM platforms
  • Microsoft Software Familiarity: Excel, PowerPoint, Word, Teams, SharePoint
  • Various Software: Adobe Acrobat and Google Docs

Other Requirements

  • Passion for learning about new products, including end-use, features and benefits on a seasonal basis
  • Interest and willingness to provide feedback to R&D on relevant new product development when required
  • Ability to quickly understand a hikers needs and recommend the right gear for their specific life adventure

*Position pays $17.00 per hour.


Responsibilities

  • Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
  • Assist consumers with topics such as (but not limited to):
    • Brand, website, or product knowledge based on questions and complaints.
    • Taking online orders, including payments.
    • Resolving returns and order complaints.
    • Communicating our Lifetime Warranty policies and repair options.
  • Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
  • Meeting and surpassing determined productive metrics on a consistent basis.
  • Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
  • Partner with various internal departments to keep current on product information, brand initiatives, e-commerce events, and system changes.
  • Responsible for following compliance procedures while still providing genuine support to consumers.

Note: Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

 

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Job ID: 3589

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