Burton Snowboards Customer Service Representative

1 month ago

Montreal, Quebec, Canada Burton Snowboards Full time

About Burton Snowboards

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

Job Summary

We are seeking a Customer Service Representative to join our eCommerce Customer Service team as a Burton Basecamp Guide. As a key component in supporting riders and outdoor enthusiasts of all ages, ability levels, and backgrounds, you will be responsible for driving a platinum customer experience via phone, chat, and email contacts about product, order, and warranty questions.

Responsibilities

  • Be the voice of Burton and support customers by driving a platinum customer experience
  • Advocate for the customer experience by suggesting customer experience improvements
  • Establish professional one-on-one relationships with 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

Requirements

  • Ability to work a flexible shift in a fast-paced environment with constantly changing demands
  • 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
  • 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.)

What We Offer

  • 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)

Work Environment

Our HQ is in Burlington, Vermont – one of the coolest places to live the outdoor lifestyle (oh, and work, too). Our HQ is unlike any other office experience; including a flagship store, outdoor skate park, and indoor skate park all on property – which is steps away from the bike path and Red Rocks Park. Our Montreal and Denver Hubs each have unique and equally rad vibes. Preferred candidates will be in-office three or more days per week in Burlington, Montreal, or Denver. A limited number of fully remote positions will be available, which will also require a reliable, high-speed internet connection.

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