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Seasonal Burton Guide Basecamp Team
About the position
At Burton, we are a purpose-led brand rooted in snowboarding and the outdoors. We fight for the future of our people, planet, and sport. We aim to maximize our positive social impact and minimize our negative environmental impact while delivering high-quality performance products. As a global leader in snowboarding, we’re committed to diversity, equity, and inclusion for the long-term health of our company, sport, and community. Through these efforts, we aim to make snowboarding and the outdoors accessible to all. Burton is looking for individuals who are champions of platinum customer experience to join the eCommerce Customer Service team as Burton Basecamp Guides (a.k.a. customer service representatives). The Burton Guides are a key component in supporting riders and outdoor enthusiasts of all ages, ability levels and backgrounds. Are you organized? Do you enjoy the challenge of a fast pace? Are you technically inclined with a knack for solving problems? Are you passionate about the outdoor community and the gear required to get out there? Then you’ll feel right at home on our team of fun-seekers and shredders! This is a full-time, seasonal, hourly position. You’ll be working with and developing alongside a tremendously driven group of people.
Responsibilities
- BE the voice of Burton
- Support customers by driving a platinum customer experience via phone, chat and email contacts about product, order, and warranty questions
- Advocate for the customer experience by suggesting customer experience improvements
- Establish professional one-on-one relationships with rad customers
- Guide and educate customers about the Burton, Analog, and Anon product lines
- Help customers identify the right gear to support their adventures
- Stay educated and up to date on product changes and product launches
- Meet productivity and quality levels in support of best-in-the-industry customer service experiences
- Work alongside the Burton E-Commerce and Flagship Store teams to share knowledge, training, and customer feedback
- Connect and collaborate with Internal Teams to share knowledge and customer feedback to enhance communication throughout the company
- Develop yourself professionally through individualized coaching and development
- Learn about the Burton business through a popular cross-departmental mentoring program
Requirements
- Ability to work a flexible shift in a fast-paced environment with constantly changing demands (Note: evenings, holidays and weekends required November through March)
- Ability to ask questions of and hear answers from customers and teammates alike
- Ability to adapt quickly to product and procedure changes
- Excellent written and verbal communication skills
- Curiosity and the ability to use the knowledge resources we supply
- Strong initiative and adaptability to be able to independently juggle many duties and screens at once, while never losing sight of the customer experience
- Experience with Order Management programs, Customer Resource Management systems and cloud-based phone systems (Shopify, Navis, New Store, Inntopia, Five9, Avaya, etc.)
- Candidates MUST reside in one of these locations at the time of hire: California, Colorado, Connecticut, Washington D.C., Florida, Idaho, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, Utah, Vermont, Washington, West Virginia, and Wisconsin.
Nice-to-haves
- Snowboard industry experience (preferred); ski or snow sports industry experience (also beneficial)
- Have one season (minimum) of experience as a Burton Guide
- Be able to work from our Burlington headquarters three or more days a week
Benefits
- discounted season pass (your choice)
- paid company ride days
- generous product discounts
- free demo equipment
- free lessons
- special company events
- generous pro deals throughout the outdoor sports industry (ride, ski, mountain bike, camp, hike and more)
- health insurance (medical, dental and vision)
- profit sharing
- life insurance (company paid)
- flex spending
- short- and long-term disability insurance (company paid)
- great parental benefits
- 401k plan with company match
- HSA with company contribution
- fitness reimbursement
- paid-time-off
