[Hiring] Customer Care Outfitter @Bass Pro Shops

Role Description

Reporting to the Contact Centre Supervisor, the Customer Care Outfitter must possess strong written and verbal communication, critical thinking skills and effective customer service skills. This position is focused on contact interactions that drive brand loyalty while providing legendary customer service through an extraordinary and memorable experience.

This highly skilled Outfitter will handle customer contacts through multi-channel processes (voice, email and chat) such as:

• New sale orders
• Service issues after the sale is completed
• Resolving customer dissatisfaction
• Providing first call resolution of a wide variety of company, sales and product questions

Multiple systems, programs and resources must be mastered to handle the wide range of customer needs. The Customer Care Outfitter is empowered to find solutions beyond established processes to resolve complex customer service situations while being professional, proactive, and empathetic to our customer’s needs.

Responsibilities include:

• Performing all customer contact procedures, processes and meeting performance requirements.
• Responding to incoming customer inquiries and resolving customer issues regarding:
• Account
• Order status
• After-sale service, such as return procedures, returns or exchange of defective/damaged product
• Shipping and delivery problems
• Incorrect items received
• Billing questions
• Declined credit card
• Inventory inquiries
• Sales promotions
• Other similar situations
• Capitalizing on all opportunities to secure a sale including:
• Offering preferred products
• Suggesting similar items
• Asking for orders on gift card balance contacts
• Utilizing advanced skills training, system programs and desktop resources to assist customers from all business channels using communication, soft skills, negotiation and problem-solving skills to resolve customer dissatisfactions that meet needs of customer and the company.
• Reviewing and researching CRD Field Guide, Bass Pro Shops and Cabela’s websites, catalogs and other programs, tools and resources to ensure up to date on information, such as promotions, system changes, processes and company programs to relay accurate information to customers in a timely manner.
• Utilizing feedback and coaching to maximize performance and develop skills to move through the career path opportunities.
• ALL OTHER DUTIES AS ASSIGNED

Qualifications

• Knowledge of and familiar with basic computer use, Microsoft Office, web navigation.
• Must be comfortable working in a sedentary, computer-based environment.
• Must be able to write, type and use multi-channel systems.
• Must be able to read documents, reports, computer screens and other written communication.
• Must be able to effectively interpret and manage difficult situations.
• Ability to work on a team and independently.
• Possession of a valid Canadian Firearm Possession & Acquisition License (PAL) an asset.

Benefits

• Immediate employee discount
• Fun work environment
• Competitive wages
• Excellent benefits
• Unlimited career advancement opportunities
• Bass Pro Cares Fund