Consumer Experience Agent (Gregory)

Samsonite•Salt Lake, UT

3d•Onsite

About The Position

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. 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 stay current on product information, brand initiatives, e-commerce events, and system changes. Follow compliance procedures while still providing genuine support to consumers. Provide feedback to R&D on relevant new product development as needed. Understand customer needs and make proper product line recommendations.

Requirements

High school diploma or equivalent required.
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.
Excellent communication and listening skills – written and oral.
Ability to maintain a high level of patience when handling consumers with a professional and friendly demeanor.
Ability to multi-task and stay organized.
Critical thinking, high attention to detail, and problem-solving skills.
Strong computer literacy and call center software experience.
Consumer goods experience within a call center, ideally with an outdoor oriented company.
Experience with CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke or comparable CRM platforms.
Microsoft Software Familiarity: Excel, PowerPoint, Word, Teams, SharePoint
Experience with Various Software: Adobe Acrobat and Google Docs

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 brand, website, or product knowledge based on questions and complaints.
Take online orders, including payments.
Resolve returns and order complaints.
Communicate Lifetime Warranty policies and repair options.
Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
Meet and surpass 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 stay current on product information, brand initiatives, e-commerce events, and system changes.
Follow compliance procedures while still providing genuine support to consumers.
Provide feedback to R&D on relevant new product development as needed.
Understand customer needs and make proper product line recommendations.