Experienced Seasonal Backcountry Gearhead – Web & Customer Service Expert for Outdoor Enthusiasts

About Us

At Backcountry, we're passionate about connecting people to their passions and fueling their love for the outdoors. As a leading online retailer of premium outdoor products, we strive to provide our customers with the best gear, knowledge, and inspiration to help them chase down life's greatest moments. Our team of Gearheads is dedicated to delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks.

Job Overview

We're seeking an experienced Seasonal Backcountry Gearhead to join our team of outdoor enthusiasts. As a Gearhead, you'll be the go-to expert for customers seeking advice on the latest gear and trends. You'll be responsible for providing top-notch customer service through phone, chat, email, and SMS, while also helping customers choose the best gear for their needs. If you're passionate about the outdoors, have a knack for multitasking, and are eager to learn, we'd love to hear from you.

Responsibilities

• Handle customer contacts, including answering gear questions, placing orders, and providing account help through online chat, phone, email, and SMS.
• Help customers choose the best gear for their needs and enter orders directly into our system.
• Assist customers with navigating our websites, including product filters, policy pages, and other self-service features.
• Recommend add-on items and relevant services to ensure an excellent outdoor experience for our customers.
• Represent Backcountry's core values through caring intensely about our customers, encouraging outdoor participation, and inspiring others.
• Solve all problems with a customer-first mentality and out-of-the-box thinking when required.
• Answer inbound calls and online chats.
• Make outbound calls.
• Solve problems and answer questions about orders, returns, shipping, and order status.
• Work alongside a motivated and fun team of outdoor enthusiasts who are passionate about the outdoors.
• Build your product knowledge through training to assist customers with their outdoor gear questions.

Qualifications

We're looking for individuals who are passionate about the outdoors and have a strong desire to provide exceptional customer service. To be successful in this role, you'll need:

• A high school diploma or equivalent.
• Minimum of six months customer service/sales experience in any industry.
• Solid skills with Microsoft Office (Word, Excel, Exchange, etc.).
• Strong communication skills (verbal and written).
• Strong ability to multitask.
• Proactive mindset and creative problem-solving skills.
• Strong time management ability.
• Ability to type 30+ WPM.
• Ability to build and maintain long-term relationships with customers.
• Ability to use active listening to identify customer needs, concerns, and complaints.
• Ability to effectively communicate both verbally and written.
• Able to work efficiently and effectively within multiple channels of inquiries.
• Basic computer operating skills.

Physical Demands, Visual Acuity & Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard.
• Speaking: Expressing or exchanging ideas by means of spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (in person speech, telephone, other remote speech).
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers.

Compensation & Benefits

We offer a competitive hourly rate of $17.50, as well as a range of benefits and perks, including:

• Employee discount on gear purchases.
• Opportunities for career growth and advancement.
• A fun and supportive work environment.
• Access to training and development opportunities.
• A range of health and wellness benefits.

Seasonal Position Information

This is a seasonal position, with a typical duration of 3-6 months. However, we often convert our high-performing seasonal Gearheads to regular status, based on business demands and performance. Seasonal positions are not eligible for benefits, but you'll still enjoy our employee discount and other perks.

How to Apply

If you're passionate about the outdoors and have a strong desire to provide exceptional customer service, we'd love to hear from you. Please submit your application through our website, and don't forget to add [email protected] to your address book to ensure you receive our communications.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're excited to learn more about your qualifications and experience.