Job Description
For over 50 years KENT OUTDOORS has been the ultimate destination for outdoor enthusiasts, offering a curated collection of industry-leading brands driven by the pure pursuit of adventure.
KENT Outdoors is a collection of brands all obsessively focused on building the most innovative and reliable equipment for use in our most revered natural playgrounds. We relentlessly dream, build, and offer products that empower the very best days outside. We’re a collection of outdoor fanatics, product geeks, marketing mavens, and entrepreneurs all focused on pushing through boundaries, both on land, and in the water.
Holding true to our roots while evolving for the future, the family of KENT brands today includes Absolute Outdoors, Arctic Shield, Aquaglide, Arbor Snowboards, Barefoot International, BOTE, Connelly, FatSac, Freedom Foil, Full Throttle, HO Sports, Hyperlite, KENT, Liquid Force, Margaritaville, O’Brien, and Onyx.
Your Impact The Consumer Experience Team (CXT) is a branch of the greater Customer Service department offering support to all end consumers for our brands. The team works closely as a unit, and alongside the brands, to provide the highest level of customer care during the pre to post-purchase customer journey. As we work beside the brands within the Kent Outdoors family, we support in meeting sales targets by providing product expertise to customers as they decide the products to purchase, oversight of timely and accurate order processing, return and warranty authorizations, and engaging with our customers via our social channels. You will work with a group of outdoor enthusiasts who have a deep passion for the gear we build and the consumers we serve. Use your empathetic and solution-oriented mindset to approach every interaction with the end goal of leaving our consumers feeling cared for and excited for their next adventure on our product. The world of Consumer Experience is fast paced and ever changing. No day is ever the same, which is great for someone who does not like monotony. If you are a creative problem solver who is excited to bring your skills to a team that brings joy and inspiration to outdoor enthusiasts across the globe, we want to talk to you about this role!
What You’ll Do - Consumer Support_ Provide support to end consumers through multiple communication channels, including but not limited to, phone, email, text, chat, social media. Support topics we provide our customers range from sharing product expertise to help customers find the right product for their needs, to supporting return requests, and/or warranties and more.
- Support Sales Initiatives_ Use your passion for our brands and product knowledge to generate direct sales with consumers.
- Team Mentality_ Work with the greater Consumer Experience Team to ensure our customers are cared for thoughtfully and efficiently. When necessary, you may be asked to assist other team members in supporting our customers so we consistently deliver on our mission to provide best in class service.
- Continuous Improvement_ Be a part of the continued change within our department. Take your acquired knowledge of what our customers need and want from a service perspective, and work with the CXT and Customer Service Manager to develop plans to improve the service we provide.
What You’ve Accomplished - A positive, professional, and inclusive attitude to always act with integrity.
- Excellent communication and interpersonal skills for effective collaboration with our customers and across internal teams.
- Service mindset with a focus on exceeding customer expectations.
- Proactive and creative problem solver with the ability to navigate and resolve complex issues independently.
- Attentive to detail and able to multi-task while withstanding pressure in a fast-paced environment.
- 2-3 years of experience in customer service role(s).
- Proficiency in the full Microsoft suite, ticket management systems, etc.
How You Thrive You go “all out.” You tend to approach everything you do with velocity. From your next exhilarating outdoor adventure to scaling meaningful peaks at work, you act with speed, direction, ethics, and forethought. Your efficiency is rooted in the knowledge that resources are not infinite. You are goal-oriented and focused on outcomes. When you see a challenge or obstacle to overcome, you jump in collaboratively to find a solution; team achievements should be celebrated more than individual performance. You are compelled to share your perspective because it is rooted in experience and synthesis thinking - you know that healthy debate yields better decisions. You are humble despite your impressive past accomplishments. Your communication style is honest and forthright, yet empathetic, with everyone.
KENT Outdoors is proud to be an Equal Opportunity Employer.
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