Consumer Experience Agent

2 weeks ago

Salt Lake, Utah, United States Samsonite Full time
Description

This is an incredibly exciting time to join Gregory Mountain Products. Gregory is a legacy company in the outdoor industry that is growing and thriving under our supportive parent company, Samsonite. As a Consumer Experience Agent for Gregory, you will be the front-line ambassador for our brand. We are looking for a candidate who will partner with our passionate and incredibly talented team to build an authentic, professional and world-class consumer experience. 



Essential Functions
  • Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
  • Assist consumers with topics such as (but not limited to):
    • Brand, website, or product knowledge based on questions and complaints.
    • Taking online orders, including payments.
    • Resolving returns and order complaints.
    • Communicating our Lifetime Warranty policies and repair options.
  • Support e-commerce sales (targeting only inbound consumers) by integrating consumer support into sales opportunities.
  • Meeting and surpassing determined productive metrics on a consistent basis.
  • Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
  • Partner with various internal departments to stay current on product information, brand initiatives, e-commerce events, and system changes.
  • Follow compliance procedures while still providing genuine support to consumers.
  • Provide feedback to R&D on relevant new product development as needed.
  • Understand customer needs and make proper product line recommendations.
Qualifications

Minimum Requirements

  • High school diploma or equivalent required.
  • Passionate outdoor user with general knowledge of outdoor gear and equipment.
  • At least 1-2 years of customer service experience handling inbound consumer support or comparable outdoor specialty retail experience.
  • Must have excellent communication and listening skills – written and oral.
  • Ability to maintain a high level of patience when handling consumers with a professional and friendly demeanor.
  • Ability to multitask and stay organized.
  • Critical thinking, high attention to detail, and problem-solving skills.
  • Strong computer literacy and call center software experience.

Preferred Skills and Industry experience: 

  • Experience in consumer goods within a call center, ideally with an outdoor-oriented company.
  • Experience with CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke or comparable CRM platforms.
  • Microsoft Software Familiarity: Excel, PowerPoint, Word, Teams, SharePoint
  • Experience with Various Software: Adobe Acrobat and Google Docs

  • Consumer Experience Agent

    2 weeks ago

    Salt Lake, Utah, United States Samsonite Full time

    About UsWho We AreSince 1977, Gregory Mountain Products has been a legacy brand in the outdoor industry and our products are sold in over 45 countries. We are a global leader in backpacking, hiking, everyday adventure and active travel products. We believe that exploration is all about the spirit and drive to make your life what you want, and our mission is...

  • VP, Consumer Lending Operations

    3 days ago

    Salt Lake, Utah, United States Medallion Bank Full time

    Who we are: At Medallion Bank we finance fun We are an industrial loan bank that specializes in providing consumer loans for the purchase of recreational vehicles, boats, home improvement, and offering loan origination services to fintech partners. We work directly with thousands of dealers, contractors and financial service providers serving their customers...

  • Customer Experience Representative

    2 weeks ago

    Salt Lake, Utah, United States SILAC Insurance Company Full time

    About SILACSILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering...

  • Leasing Agent

    2 hours ago

    Salt Lake, Utah, United States Gardner Batt Full time

    Part-Time Leasing Agent (Up to 30 Hours) – Millcreek StationWe are looking for an outgoing, positive, and team-focused Leasing Agent to join our Millcreek Station community This part-time role (up to 30 hours per week) is perfect for someone who loves building relationships, thrives in a fast-paced environment, and takes pride in helping prospects find...

  • Compliance Agent I

    1 day ago

    Salt Lake, Utah, United States State of Utah Full time

    Job DescriptionThe Office of Recovery Services in Taylorsville is looking for dedicated people to work as Compliance Agents, specifically Tort and Third Party Verification Compliance Agents, with the ORS Medicaid Recovery TeamsStarting Hourly Rate: $20.31This recruitment may be used to fill vacancies for the next six months.Work a steady 8 a.m. to 5 p.m....

  • Ramp Agent

    1 week ago

    Salt Lake, Utah, United States Quantem Aviation Services Full time

    Aircraft Ramp Agent (SLC) Salt Lake City, UTPart Time available Hours 6 pm-9pm; Days very but must be available for Saturday and Sunday shifts| Must be able to obtain an Airport SIDA Badge and pass a Pre-employment drug screen that includes THCQuantem Aviation Services is a premier aircraft handling provider offering cargo warehousing, mail handling, ramp...

  • Guest Services Agent

    1 week ago

    Salt Lake, Utah, United States ASM Global Full time

    POSITION: Guest Services Agent – Part-timeDEPARTMENT: Guest ServicesREPORTS TO: Guest Services ManagerFLSA STATUS: Hourly/Non-ExemptSummaryASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a part-time Guest Services Agent for ASM Global/Mountain America Expo Center. Under the guidance of the...

  • Front Desk Agent

    2 weeks ago

    Salt Lake, Utah, United States The Grand America Hotel Full time

    Weekend availability required (Friday, Saturday, & Sundays). Full Time 30+ hrs a week.We are looking for a Hotel Front Desk Agent to serve as our guests' first point of contact and manage all aspects of their accommodation.Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates...

  • ORS Agent

    2 weeks ago

    Salt Lake, Utah, United States State of Utah Full time $36,000 - $42,000 per year

    Are you looking for an opportunity to grow and expand your skills in an interesting and rewarding line of work? If so, this career may be the one for youExperience a positive work-life balance, with a Monday through Friday (8am - 5pm) work schedule and excellent benefitsContribute to our communities by helping the Utah Office of Recovery Services (ORS) in...

  • Airport Rental Agent

    4 days ago

    Salt Lake, Utah, United States Budget Rent A Car of Utah Full time

    Budget Car and Truck Rental of Utah is currently hiring for both morning shift and afternoon shift Airport Car Rental Agents. As a rental agent you are responsible for providing excellent customer service to travelers by assisting them with renting vehicles at our Salt Lake City international airport location. This role involves working in a fast-paced...