Customer Service Representative – Temporary (After-Sales)

Department: Commercial - Guest Services

Reports to: Customer Service Supervisor

Location: North Vancouver, B.C.

Your Opportunity at ARC’TERYX:

As a Bilingual Customer Service Representative, you will provide an exceptional experience and helpful solutions for guests seeking answers about Arc’teryx products and services.

Recognizing the diverse needs of our guests, you will take an empathetic approach to offer personalized resolutions through multiple channels of communication. In collaboration with a dynamic, high-performing team committed to both Customer Service and After-Sales support, you will represent the brand and inspire continuous growth of guest loyalty.

This role will be assigned to the Guest Services After-Sales team, which focuses on after-sales and warranty cases, and involves conducting physical and digital assessments of guests' items. It is based out of our North Vancouver office and is expected to be performed on-location.

Meet Your Future Team:

The Arc’teryx Customer Service and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

If you were a Bilingual Customer Service Representative now, here are some of the core activities you would be doing:

• Utilize a detailed understanding of Arc’teryx Customer Service and After-Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively manage your workload with consideration of our department’s service level goals
• Respond to guest contacts through multiple channels including phones, email, web reviews and live chat
• Other duties as required

Here are some of the things you could be working on in the future:

• Acquire knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems
• Contribute to the development of new resources to improve service levels and overall guest experience
• Stretch your support in collaboration with leadership by taking on focused tasks

Are you our next Bilingual Customer Service Representative?

• You have knowledge of or experience using Arc’teryx products or other outdoor brand products
• You inspire breakthrough thinking and continuous improvement
• You are proactive and comfortable communicating with customers via phone and email
• You remain highly flexible and adaptable when faced with ambiguity
• Your passion for your work is paralleled by your passion for getting outside and living it
• You are able to balance autonomy and collaboration
• You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• You have a strong attention to detail, including accurate data and order entry skills
• You have highly effective verbal and written communication skills
• You are proactive in identifying the root cause of issues and developing solutions
• You have strong organizational, interpersonal, and problem-solving skills
• You are able to read, write, fluently speak and understand the English language
• You are proficient in Microsoft Office

Equal Opportunity

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

Design your Purpose. Live our Values.

DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.

COMMIT. Set and deliver on bold objectives as we collectively raise the bar.

LIVE IT. Deepen your connection to nature and live your most purposeful life.

LEAVE IT BETTER. Create a better world, together.