Seasonal Basecamp Burton Guide

4 months ago

Montréal, Canada BURTON Full time

At Burton, we are a purpose-led brand rooted in snowboarding and the outdoors. We fight for the future of our people, planet, and sport. We aim to maximize our positive social impact and minimize our negative environmental impact while delivering high-quality performance products.

As a global leader in snowboarding, we’re committed to diversity, equity, and inclusion for the long-term health of our company, sport, and community. Through these efforts, we aim to make snowboarding and the outdoors accessible to all.

**The Breakdown**:
Burton is looking for individuals who are champions of platinum customer experience to join the eCommerce Customer Service team as Burton Basecamp Guides (a.k.a. customer service representatives). The Burton Guides are a key component in supporting riders and outdoor enthusiasts of all ages, ability levels and backgrounds. Are you organized? Do you enjoy the challenge of a fast pace? Are you technically inclined with a knack for solving problems? Are you passionate about the outdoor community and the gear required to get out there? Then you’ll feel right at home on our team of fun-seekers and shredders This is a full-time, seasonal, hourly position. You’ll be working with and developing alongside a tremendously driven group of people.
Burton’s fun benefits include discounted season pass (your choice), paid company ride days, generous product discounts, free demo equipment, free lessons, special company events, generous pro deals throughout the outdoor sports industry (ride, ski, mountain bike, camp, hike and more). Your beanies, hats, and flannels are welcome (not required) in our casual office environment. We are a team that works hard together while having as much fun as possible.
New Burton Basecamp Guide team members start at $20.00/hour USD and $20.00/hour CAD.

**What You Get to Do**:

- BE the voice of Burton
- Advocate for the customer experience by suggesting customer experience improvements
- Establish professional one-on-one relationships with rad customers
- Guide and educate customers about the Burton, Analog, and anon product lines
- Help customers identify the right gear to support their adventures
- Stay educated and up to date on product changes and product launches
- Meet productivity and quality levels in support of best-in-the-industry customer service experiences
- Work alongside the Burton E-Commerce and Flagship Store teams to share knowledge, training, and customer feedback
- Connect and collaborate with Internal Teams to share knowledge and customer feedback to enhance communication throughout the company
- Develop yourself professionally through individualized coaching and development
- Learn about the Burton brand through a cross-departmental mentoring program developed specifically for our seasonal team

**What You'll Bring to the Team**:

- Ability to work a flexible shift in a fast-paced environment with constantly changing demands
- Schedule will include evenings, holidays and weekends November through March
- Our operating hours are 8am to 10pm EST; with 9hour shifts in this timeframe (1hour unpaid lunch).
- We are open 7 days a week November through March.
- Ability to ask questions of and hear answers from customers and teammates alike
- Ability to adapt quickly to product and procedure changes
- Excellent written and verbal communication skills
- Curiosity and the ability to use the knowledge resources we supply
- Fun Fact: It’s ok not to know the answer, but super helpful to know how to find the accurate answers.
- Snowboard industry experience preferred; ski / snow sports industry experience also beneficial
- 1 year of experience in retail, call center, customer service or comparable industry-related service environment (front-facing, hybrid and/or fully remote)
- Strong initiative and adaptability to be able to independently juggle many duties and screens at once, while never losing sight of the customer experience
- Experience with Order Management programs, Customer Resource Management systems and cloud-based phone systems (Salesforce, Navis, New Store, Inntopia, Five9, Avaya, etc.)

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