Customer Service & Sales Specialist

Summary:

Next Adventure surrounds itself with employees who are passionate about the outdoors and want to make a positive impact in the company every day. The role of every employee is to promote our mission:

Inform. Outfit. Excite.

General Description of Position:

The Customer Service & Sales Specialist will interact with Next Adventure’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service with a commitment to delivering excellence at every interaction. This position requires the ability to work collaboratively across all levels of the organization. The Customer Service & Sales Specialist builds rapport with customers and works to ensure they receive excellent service.

Job Responsibilities:

• Interacts with customers via telephone, email, or online chat to provide support and information on Next Adventure’s products and services
• Works through sales and special-order processes to close sales (Connects Customers with the right product for their needs and completes the sale or special-order process with them)
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns on every interaction.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Provides support for offline activation events (i.e., tradeshows, community events, clinics, and assorted events)
• Calls out errors and problems when encountered to the appropriate contact in an effort build better systems and improve workflow. 
• Process returns and refunds and physically return items to their respective inventory locations. 
• Maintain a positive attitude and flexibility to work cross-functionally with other areas of the business when a need arises. I.E working the retail floor at the Grand store if they are short staffed or helping the warehouse team if they are short staffed.
• Performs other related duties as assigned.

Qualifications

• High school diploma or equivalent
• One year of experience in customer service preferred
• Experience in a call center environment preferred
• Experience with digital sales preferred
• Outdoor industry experience preferred
• Moderate outdoor knowledge and experience with products or services preferred
• Excellent communication skills including active listening
• Demonstrated ability to resolve customer issues
• Proficient computer skills with the ability to learn new software
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Experience with project management tools, such as Asana, MS Project
• Experience with RPro, Magento or with other Point-of-Sale software
• Some experience with social media communications
• Proficient computer skills with the ability to learn new software.

Key Skills and Competencies

• Customer Focused
• Effective listening skills
• Excellent interpersonal and communication skills
• Ability to work independently and / or in a team environment
• Service-oriented
• Excellent organizational skills and attention to detail
• Commitment to ongoing learning and development

Hiring Process at Next Adventure - What to Expect:

• At Next Adventure, our primary objective is to hire the most qualified candidates and ensure their long-term success within our organization. We place great value in our hiring process, and we ask that all applicants submit a cover letter with their resume. We appreciate the time and effort that goes into submitting an application, please be assured that we will respond to all applications within 1-2 weeks, and we will maintain open communication with our applicants throughout the process. 
• We use a generic email account to communicate with applicants, and sometimes our emails may end up in your spam or promotions folder. Please ensure that you check these folders for any correspondence from Next Adventure. To streamline our communication process, we highly recommend opting-in for text messages, as this will allow for quick questions and reminders about interviews. 
• At Next Adventure, we take a personal interest in every applicant, and we read each resume and cover letter carefully. We value creativity, initiative, and a passion for the industry. Our goal is to hire the best candidates and retain them for the long-term, and we believe that this process begins with a strong application and a commitment to kaizen. 

Next Adventure provides the following benefits to full-time (FT) employees:  

• Group health, dental, and vision insurance - Aetna & Principal
• Short-term disability  
• Voluntary life insurance, and 25,000 basic life insurance  
• OregonSaves Retirement plan  
• Vacation up to 4 weeks, based on position and years of service. 2 week sabbatical added after 10 years.  

Next Adventure provides additional perks to any employee as follows:  

• Employee discount: Max 35%  
• Free Demos & Rentals 
• Circuit Bouldering Gym Daily Passes
• The Source Climbing Gym Daily Passes
• Membership discounts at Movement and PRG 
• Access to Industry Pro Deals on products, events, lift tickets, and more