Consumer Experience Agent (Gregory)

Samsonite • Salt Lake City, UT

5d

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. Since 1977, Gregory Mountain Products has been a legacy brand in the outdoor industry and our products are sold in over 45 countries. We are a global leader in hiking, backpacking, everyday outdoor lifestyle, gear organization, and active travel products. We believe that exploration is all about the spirit and drive to make your life what you want, and our mission is to build gear you can trust to take you there. We have received countless innovation and product awards over the years, but most importantly our products have been helped inspire millions of people to live passionately and we’re honored to play some small part in all the smiles along the way.

Requirements

• High level of professionalism and patience.
• Knowledge of policies.
• Problem-solving skills.
• Ability to partner with various internal departments.
• Ability to follow compliance procedures.
• Ability to understand customer needs.
• Ability to make proper product line recommendations.

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 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.

Benefits

• Meaningful rewards and development opportunities for our employees
• Recognizing performance
• Supportive working environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed