DTC Customer Service-2

Revelyst•Chesapeake, VA

9d•Onsite

About The Position

The Adventure Sports Operations team delivers service to customers, sales representatives, and sales management in support of company sales goals. Unlike traditional customer service, which primarily resolves product- and order-related issues, the Revelyst Customer Success team proactively helps customers understand their needs and succeed with Revelyst products. The Customer Experience Associate provides a high-quality customer experience intended to build brand affinity, advocacy, loyalty, and customer lifetime value. This position reports to the Director, Business Development and is based in the Chesapeake, Virginia office.

Requirements

At least 2–3 years of customer service, inside sales, or retail sales experience.
Computer proficiency in Excel, Word, and Outlook.
Strong interpersonal skills.

Nice To Haves

Working knowledge of the SAP operating system.
Previous experience with ZenDesk or similar CRM systems.

Responsibilities

Support inbound customer calls, emails, and chats.
Respond to common inquiries about order status, products and product challenges, warranty claims, returns, and general assistance.
Assess customer needs and suggest ways to help customers succeed with Fox and Shift products.
Manage schedules and coordinate callbacks or offline work with the manager.
Partner with teammates to resolve open tickets within service-level targets and daily KPIs.
Develop detailed technical product knowledge and working knowledge of Revelyst brands.
Learn the eCommerce email calendar and upcoming sales and promotions to better inform customers.
Build relationships with internal and external stakeholders to provide exceptional customer support.
Support outbound call campaigns, lead generation, and sales programs as required.
Support Wholesale Customer – Level II inquiries during peak periods as required.
Perform other duties and administrative tasks as required.