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Customer Service Representative

Black Diamond Equipment
Part-time
On-site
Salt Lake City, UT
Description

This part-time position will range from 22-29 hours per week. Mandatory work days will be Monday, Tuesday, and Friday - additional hours will be scheduled based on the availability and season.  Primary job is to answer incoming customer service phone calls. Secondary work includes communicating via live chat, answer incoming customer emails, or complete administrative tasks. Make sure all customer communication channels are being monitored and answered in a timely and efficient manner. Assist the e-commerce team with administrative functions related to direct-to-consumer sales. Act in a capacity as company liaison between the general public, outdoor industry professionals and Black Diamond.? 

Essential Duties:
  • Answer incoming customer service phone calls, live chats, and emails.
  • Responsible and authorized to communicate and research technical questions and knowledge of all Black Diamond products with the aptitude to complete research on and gain knowledge and understanding of competitor products.
  • Complete customer requests in a timely manner, and if you are unable to solve the request, you will advance the inquiry to the appropriate supervisor/manager.
  • Attend product demonstrations/training courses with Category Directors for Customer Service and DTC Sales team.
  • Assist DTC Sales with Fraud Protection, organizing bulk sales, order inquires, and adjusting to seasonal growth between departments.
  • Responsible for investigating, and using order queries, billing, miss-ship errors, and tracers. Process and manage non-warranty returns, refunds and credits.
  • Assist with Marketing Department efforts on Black Diamond’s website with proofing, copy writing, related gear selections, corrections, updates, sales and other promotions.
  • Support Black Diamond’s professional purchase program including supervising customer service, supervising order inquires.
  • Other job related duties.
Requirements

Education:
  • Required: High School Diploma, GED
  • Preferred: 4 years College, or bachelor’s degree
Work Experience:
  • Required: 1-3 years of customer service and sales experience in the Outdoor industry with a minimum of 1 year work experience in online and direct to consumer sales and email marketing.
Skills and general experience:
  • Requires in-depth technical comprehension of Black Diamond products from a company philosophy, design, service, warranty/repair and user standpoint with the ability to competently and professionally communicate this knowledge verbally as well as electronically.
  • Excellent written and verbal communication skills are mandatory. A technical knowledge of skiing, climbing and backpacking techniques and equipment is mandatory. Knowledge of company and competitor products is essential. Ability to multi-task projects and follow through to the finish without supervision is essential.
Additional experience preferred:
  • Computer literacy with emphasis in Microsoft Windows operating systems, including, but not limited to: Outlook, Excel, Teams, and Word. Ability to quickly and accurately search the internet for additional information with regards to competitor’s products is also a plus.

As a part time employee at BD, you will receive paid time off for vacation and wellness, a steep BD employee discount, and a casual work environment. 

Black Diamond Equipment, Ltd is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex; including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.

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This job is closed.