Senior Customer Care Specialist The eCommerce team powers our US and Canada Columbia.com sites and our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is central to everything we do. The eCommerce team is known for the relentless improvement of the customer experience striving for a better, faster, easier experience. The Senior Customer Care Specialist handles service, sales, and warranty contacts. Contacts are potential across three channels - phone, chat, and email. This role is expected to be able to navigate all platforms and brands to meet business needs. Proactively provides feedback regarding customer-facing issues and suggests improvements for current practices. Due to seasonal business demands, work schedules may vary and can include shifts between 5:00 AM and 8:00 PM, weekends, and holidays as coverage needs require. How You'll Make a Difference Effectively uses appropriate tools and decision-making abilities to support consumers through a variety of channels, platforms, and brands, focusing on customer satisfaction as well as Columbia Sportswear Company's net revenue. Demonstrates strong ownership and rarely requires escalation support. Effectively handles first and second-level escalations. Provides support to team members. Proactively provides timely feedback to leadership and training regarding customer and employee-facing issues and suggests improvements for current practices. Proactively takes accountability for partnering with leadership to improve knowledge and skills to further career development. Supports and answers questions from team members as appropriate. Seeks ways to contribute to department projects and initiatives. Performs other duties as assigned. You ArePositive and maintain open lines of communication with all Columbia Sportswear management, staff, and other departments to contribute to the smooth flow of information and efficient operation of the organization. Knowledgeable in effective telephone and chat customer service techniques and strategies. Able to read, write, and speak English with strong verbal and written skills. Must be proficient in keyboard use and word processing. Able to troubleshoot, solve problems, make logical decisions, and manage. Must be able to maintain a calm demeanor while dealing with difficult or unhappy customers. You Have A high school education or equivalent with 5 years of related experience. Experience with Excel, and Microsoft Office, and experience with customer service platforms. Retail industry and strong customer service experience. Ability to consistently meet chat concurrency expectations. Ability to organize and prioritize work and logically develop work plans. Ability to work effectively under pressure in a fast-paced environment. Possibility of working shifts to cover nights/weekends/holidays for potential operational coverage. This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities.
