Guest Services Representative - Seasonal Contract Until March 31, 2027

Arcteryx.Com; Vancouver; Hybrid; CAD 19,000 - 22,000; Part time

Benefits offered by this job

Health benefits

Employee discounts

Hybrid work option

Job summary

Arc'teryx in Vancouver is seeking a seasonal Guest Services Representative to deliver exceptional guest support across multiple channels, including phone, email, and live chat. You will provide product and after‑sales guidance with empathy, aiming to resolve inquiries and enhance loyalty.

The position begins November 2, 2026, for about five months, with hybrid options depending on business needs. You will join a collaborative team focused on quality service, processing orders with accuracy, and

Qualifications

• Excellent English communication, written and spoken.
• Experience in guest services or retail preferred.
• Ability to use multiple channels (phone, email, chat) for guest inquiries.
• Attention to detail and data entry accuracy.

Responsibilities

• Provide customer service across phone, email, web reviews, and live chat.
• Answer inquiries about products, features, and repairs.
• Manage workload to meet service level goals.
• Process manual orders with care and accuracy.
• Follow up to ensure timely resolution.
• Collaborate with team and leadership to improve guest experience.

Skills

Customer service

Multichannel support

Empathy

Communication

Tools

MS Office

Job description

Department: NAM - Guest Services

Reports to: Guest Services Supervisor

Location: Vancouver, B.C.

Your Opportunity at ARC’TERYX

As a seasonal Guest Services 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 Guest Services and After‑Sales support, you will represent the brand and inspire continuous growth of guest loyalty.

Please note this is a temporary, fixed term position, for approximately 5 months, beginning November 2, 2026.

This role is based out of our new Vancouver office, located at 565 Great Northern Way, Vancouver, and may be open to a hybrid work depending on business needs and per department policy. Please review the additional requirements at the end of the job description for more information.

Meet Your Future Team

The Arc’teryx Guest Services 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.

• Providing customer service support by interacting with guests across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat
• Utilizing a detailed understanding of Arc’teryx Guest Services and After‑Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively managing your workload with consideration of our department’s service level goals
• Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests
• Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions
• Providing high‑quality, guest‑centric interactions and being open to coaching and feedback to support personal and team growth
• Taking ownership of guest concerns from start to finish, ensuring timely follow‑up and resolution
• Other duties as required

• Stretching your support in collaboration with leadership by taking on focused tasks
• Contributing to the development of new resources to improve service levels and overall guest experience
• Acquiring knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems
• Actively contributing to a supportive and collaborative team culture, including sharing insights and best practices

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

• In this role, employees will be required to participate in Training in a structured onboarding class to learn systems and processes, product knowledge, and guest interactions. Training is approximately 3 weeks long, and must be performed on location, based at either our North Vancouver head office (110‑2220 Dollarton Hwy), or the Guest Services location (565 Great Northern Way). Upon completion of Training, all employees will work from 565 Great Northern Way.
• In this role, you will be eligible for a hybrid work schedule, which will begin following graduation from Training. The hybrid schedule will be two to three days per week in‑office, as determined by the department.
• Blackout dates apply during peak periods, during which time off will not be approved:
• November 16 to January 16
• November 30 to December 11, and for the last week of the contract, all team members are required to be in office full‑time.

Dates and hybrid schedule are subject to change based on business need and operational requirements.

Total Rewards

Most new team members join between the start and midpoint of the range, where you can contribute right away while continuing to grow your craft, your collaborations, and your impact at Arc’teryx. This range reflects market alignment and the scope of the role. Individual pay isdeterminedby your skills, experience, and level of responsibility.

We’recommitted to fair,equitable, and competitive pay, reviewed regularly to ensure internal alignment and market relevance.Transparency is part of how we follow through on our commitments and how we honour the value you bring to our team.

In addition to base pay, Arc’teryx supports people through benefits designed to sustain both work and life:

• Health &wellbeing - Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender‑affirming care and a 24/7 Employee Assistance Program (EAP).
• Financial wellbeing -RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Time & Flexibilit y - Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Family support - Parental leave top‑up and a nesting period for new parents.
• Growth, community & gear - Professional development opportunities, Arc'teryx Academies (outdoor skill‑building events),Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

*Eligibility for certain programs may vary by role.

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.

Leave it Better

We believe that the mountains transform us, that how we adventure matters, and that there’s always a better way.

Join us in creating positive change in ourselves, our communities, and the world.

Live it. Get out there - the mountains make us better

Disruptive evolution. In pursuit of better. Always.

Commit. We set bold objectives and see them through.