Remote Customer Service Representative

As a Remote Customer Service Representative for Eastern Mountain Sports & Bob's Stores you'll be a part of a dynamic team helping online and in-store customers with sales, support, and outfitting recommendations. As a member of our Customer Service team, you'll need to deliver superior customer support by communicating concisely, professionally, and effectively whether on the phone, using chat, or via email.

At Eastern Mountain Sports & Bob's Stores, we empower our Customer Service Representatives with the tools and training they need to take ownership of the problems our customers face as well as the support needed to see those problems through to the end. We're a small team with a BIG dedication to our work. This position allows you to take on new challenges regularly and hone your conversational, problem solving, and time management skills while also providing a great benefits package and exceptional discounts on the products we carry.

We're looking for someone with a strong work ethic, who is self-driven, detail-oriented, inquisitive, and has a passion for the outdoors and for helping others. Must have full-time availability and ability to cover weekday shifts between the hours of 8:00 am - 6:00 pm, including most holidays. As business needs change there may be opportunities or necessities to work overtime and/or weekend shifts.

Essential Duties:

* Possess and continually improve your product knowledge, allowing you to provide customers with an authentic outfitting experience.
* Receive and input customer orders through our eCommerce channel.
* Execute department processes and procedures while meeting productivity goals.
* Provide feedback on aspects of customer interactions to the Customer Service Leadership team.
* Report site and systems problems and/or enhancements opportunities.
* Continually build your fundamental knowledge of the retail services and product categories offered at Eastern Mountain Sports and Bob's Stores.

Key Qualifications:

* A genuine desire to serve customers and make a positive impact on the business.
* Is able to quickly and efficiently get to the heart of what a customer needs and wants.
* Has the knowledge, skills, and personality to satisfy customer needs and optimize sales.
* Enjoys the challenge of negotiating obstacles and solving problems.
* Is detail-oriented, organized, can listen to the customer, and can multi-task to ensure no customer is left behind.
* Has previous experience in a retail or eCommerce environment.
* Can learn and navigate software applications with ease and speed.
* Has excellent communication skills, both written and verbal.
* Knowledgeable and proficient user of Windows 10 and comfortable using various applications simultaneously.

Preferred Experience:

* Strong experience with Microsoft Office, with a focus on Excel and Word.
* Experience using Google Apps (Gmail) or a similar business application.
* Previous Customer Service Experience highly preferred.
* High School Degree or Equivalent.

Physical and Technical Requirements:

* Quiet work from home environment with limited distraction.
* Strong and reliable internet connection, 25 Mbps minimum.
* Able to connect to the internet through a wired connection, using an Ethernet cable
* Safely and securely manage sensitive information (customer info, passwords, etc.).

Here is what we offer you:

We are committed to providing a diverse benefits package designed with options to help satisfy all the health care needs of our full-time employees and their families. Some of our best benefits come with our culture. We're fun! We're fast! We're casual!

Our benefits package includes:

* Medical, dental, and vision plans
* Group term life insurance - Company paid
* Short-Term Disability - Company paid
* Long-Term Disability - Company paid
* Paid holidays
* Paid vacation days
* Paid sick time
* 401(k) savings plan
* Generous Employee Discounts
* Flexible Spending Account
* Health Savings Account
* Employee Assistance Program
* Tuition Reimbursement
* Critical Illness, Accident, Identify Theft and Legal coverage options
* Pet Insurance

We are an equal opportunity employer. We know that the more diverse our workplace is, the more creativity and perspective we will have as a company!