Guest Services Representative - Seasonal

ARC'TERYX • Vancouver, BC

3d • Hybrid

About The Position

As a seasonal Guest Services Representative, you will provide an exceptional experience and helpful solutions for guests seeking answers about Arc'teryx products and services. Recognizing the diverse needs of our guests, you will take an empathetic approach to offer personalized resolutions through multiple channels of communication. In collaboration with a dynamic, high-performing team committed to both Guest Services and After-Sales support, you will represent the brand and inspire continuous growth of guest loyalty. This is a temporary, fixed term position, for approximately 6 months, beginning August 10, September 8, October 5, or November 2, 2026. This role is based out of our new Vancouver office, located at 565 Great Northern Way, Vancouver, and may be open to a hybrid work depending on business needs and per department policy.

Requirements

• Knowledge of or experience using Arc'teryx products or other outdoor brand products
• Highly effective verbal and written communication skills
• Able to read, write, fluently speak and understand the English language
• Proactive and comfortable communicating with customers via phone and email
• Strong organizational, interpersonal, and problem-solving skills
• Strong attention to detail, including accurate data and order entry skills
• Proficient in Microsoft Office
• Proactive in identifying the root cause of issues and developing solutions
• Highly flexible and adaptable when faced with ambiguity
• Comfortable with change, and able to switch to other tasks or business areas as needed when business demands shift
• Able to balance autonomy and collaboration
• Inspire breakthrough thinking and continuous improvement
• Seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Passion for your work is paralleled by your passion for getting outside and living it
• Must participate in Training in a structured onboarding class to learn systems and processes, product knowledge, and guest interactions. Training is approximately 3 weeks long, and must be performed on location, based at either our North Vancouver head office (110-2220 Dollarton Hwy), or the Guest Services location (565 Great Northern Way). Upon completion of Training, all employees will work from 565 Great Northern Way.

Responsibilities

• Providing customer service support by interacting with guests across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat
• Utilizing a detailed understanding of Arc'teryx Guest Services and After-Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively managing your workload with consideration of our department’s service level goals
• Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests
• Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions
• Providing high-quality, guest-centric interactions and being open to coaching and feedback to support personal and team growth
• Taking ownership of guest concerns from start to finish, ensuring timely follow-up and resolution
• Other duties as required
• Stretching your support in collaboration with leadership by taking on focused tasks
• Contributing to the development of new resources to improve service levels and overall guest experience
• Acquiring knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems
• Actively contributing to a supportive and collaborative team culture, including sharing insights and best practices

Benefits

• Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP)
• RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable
• Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore)
• Parental leave top-up and a nesting period for new parents
• Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear)

What This Job Offers

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