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Customer Service Specialist

2 months ago

Jackson, Wyoming, United States Stio Full time

ABOUT STIO

Stio is a multi-channel mountain lifestyle brand that creates, develops, and markets high-quality, functional, and stylish apparel, footwear, and accessories inspired by the essence of mountain living.

Headquartered in Jackson, Wyoming, Stio draws creative inspiration from the majestic Teton Range and offers products through various channels, including catalogs and retail locations.

We are passionate about mountain life and consider ourselves stewards of the natural resources that sustain it. We proudly partner with organizations such as Protect Our Winters and the Conservation Alliance, among others. Our commitment to sustainability is evident through our preferred materials platform, the use of Bluesign approved textiles, regular audits of our supply chains, and responsible workplace practices. We believe that nature is the ultimate source of well-being, and it is our duty to ensure access for everyone, regardless of race, gender, beliefs, background, or ability. Inclusion is a core value at Stio, both within our organization and in our broader communities.

YOUR ROLE

As a Seasonal Customer Experience Representative (CX) at Stio, you will deliver exceptional customer service through a phone and email ticketing system, leveraging your product expertise and enthusiasm.

The ideal candidate possesses a positive demeanor, thrives in collaborative settings, excels in challenging conversations, and is dedicated to providing an outstanding customer experience.

You will engage daily with Stio distribution centers and customers who are eager to share their experiences. Remote work or office-based options are both available, with a preference for applicants near a Stio Mountain Studio.
Seasonal Customer Experience Representatives report to the Customer Experience Shift Managers.

YOUR RESPONSIBILITIES
• Communicate effectively via phone, email, and chat with customers and colleagues
• Manage the customer support conversation queue proactively
• Respond to customer inquiries promptly and within established KPIs
• Articulate Stio product information and processes clearly
• Maintain agent performance standards in Gladly as required

YOUR SKILLS AND EXPERIENCE
• High School diploma or equivalent required; college degree preferred
• Intermediate computer and typing skills necessary
• Familiarity with Google Workspace and Microsoft Products preferred
• Previous customer service experience is advantageous
• Knowledge of outdoor apparel is a plus
• Excellent communication skills and a positive attitude are essential
• Demonstrated versatility, initiative, and teamwork capabilities
• Strong attention to detail and organizational skills required

THE FINE PRINT
• Role is full-time, hourly non-exempt
• Flexible scheduling available, with 30-40 hours per week after initial training
• Holiday hours required
• Paid Sick Time
• Seasonal role available through February 2025
• $1,000 Gear Test credit
• Seasonal employees will receive a Stio WFH equipment package

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position.

While this is intended to accurately reflect the current job, we reserve the right to revise the job or require that other or different tasks be performed.

Stio is an equal opportunity employer of all qualified individuals, including minorities, BIPOC, LGBTQ+, veterans & individuals with disabilities.