Guest Services Supervisor

4 weeks ago

Vancouver, Canada Arc'teryx Full time

**Department**: Commercial - Guest Services

**Reports to**: Manager, Guest Services

**Location**: North Vancouver, B.C.

**Your Opportunity at ARC’TERYX**:
As Guest Services Supervisor, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service.

In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.

Please note this is a temporary position until March 31, 2024. This role will be assigned to the Guest Services After-Sales team out of our North Vancouver office and is expected to be performed on location.

**Meet Your Future Team**:
The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

**If you were the Guest Services Supervisor now, here are some of the core activities you would be doing**:

- Supervising and coordinating the day-to-day operations of the Guest Services department, ensuring all team members are set up for success to hit our service level goals
- Assisting with questions from representatives during a daily scheduled availability period
- Improving your team’s performance with quality assurance coaching opportunities twice per month for each person on your team, or on a cadence that aligns with their individual needs
- Supporting with the resolution of escalated issues, focusing on the best possible guest experience

**Here are some of the things you could be working on in the future**:

- Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
- Contributing to the development of new measurements to improve service levels and document standard operating procedures
- Supporting the growth of the team with interviewing, hiring and onboarding new representatives
- Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts

**Are you our next Guest Services Supervisor?**:

- You have a post-secondary education and/or 3+ years’ experience in a Guest Services-related role
- You have an extensive knowledge of Arc’teryx products and/or other outdoor related products
- You have highly effective verbal and written communication skills
- You are able to read, write, fluently speak and understand the English language
- You are proficient in the use of Microsoft Office, particularly Microsoft Excel
- You have strong interpersonal communication skills
- You are an effective problem-solver
- You have excellent attention to detail
- You set a clear vision, align your team around common objectives, and foster commitment to these objectives
- You are proactive in identifying the root cause of issues and developing solutions
- You remain highly flexible and adaptable when faced with ambiguity
- You effectively balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
- Your passion for your work is paralleled by your passion for getting outside and living it

**Equal Opportunity**

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

**Design your Purpose. Live our Values.**
- DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.
- COMMIT. Set and deliver on bold objectives as we collectively raise the bar.
- LIVE IT. Deepen your connection to nature and live your most purposeful life.
- LEAVE IT BETTER. Create a better world, together.

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