B2C Customer Experience Associate I

Revelyst; Rantoul (IL); On-site; USD 38,000 - 42,000; Full time

Benefits offered by this job

Medical and dental insurance

Vision insurance

Disability insurance

Life insurance

401K

Paid time off

Paid holidays

Gear discounts

Job summary

Revelyst in Rantoul, IL is seeking a Customer Experience Associate to deliver exceptional service across calls, email, and chat. You will act as the frontline contact for consumers, resolving inquiries about orders, products, warranties, and returns while building strong relationships with customers.

You will work under the B2C Customer Experience Manager, coordinating with teammates to meet service levels and KPIs, and staying informed on promotions and brand knowledge to delight customers.

Qualifications

• 2-3 years customer service, inside sales, or retail sales experience.
• Computer proficiency in Excel, Word and Outlook with strong interpersonal skills.
• Working knowledge of SAP operating system is a plus.
• Experience within the MX, Bike and Action Sports Lifestyle Industry is a plus.

Responsibilities

• Support inbound calls, email, and chat from customers.
• Be frontline contact for consumers, handling inquiries on order status, product questions, warranty claims and returns.
• Assess customer needs and suggest solutions to help customers succeed with Revelyst brands.
• Self‑manage schedule and coordinate call backs with your manager.
• Collaborate with teammates to resolve tickets within targets and KPIs.
• Develop strong product knowledge of Revelyst brands and gear.
• Stay informed about promotions to better inform customers.
• Engage in outbound campaigns and sales programs as needed.
• Assist Wholesale inquiries during peak periods as required.
• Perform other duties as needed.

Skills

Customer service

Inside sales

Retail sales

Interpersonal skills

Tools

Excel

Word

Outlook

SAP

Job description

Rantoul, IL

Full time

R0013506

Job Description

JOB OVERVIEW

The Adventure Sports Operations team is responsible for delivering the highest level of service to customers, sales representatives, and sales management to achieve company sales goals. While traditional Customer Service teams help resolve product and order-related issues, the Revelyst Customer Success team, by contrast, proactively works with customers to understand their needs and help them find success with Revelyst products.

As a Customer Experience Associate, you will provide an unparalleled customer experience that positions Revelyst brands as the #1 pick for Adventure Sports. Your proactive approach to emails, calls, and chats will create an emotional connection that drives brand love, advocacy, loyalty, and increased lifetime value.

This position reports to the B2C Customer Experience Manager in our Rantoul , IL office.

As the B2C Customer Experience Associate, you will have an opportunity to:

• Support inbound calls, email, and chat from customers
• As the frontline contact for consumers, you will support common inquiries regarding order status, product inquiries and challenges, warranty claims, returns, and general assistance as required
• Assess customer needs and opportunities with patience and consideration; suggest how we can meet these requirements to help our customers be successful with Fox and Shift products
• Self-manage schedule and coordinate call backs or offline work mode in collaboration with your manager
• Partner with your teammates to resolve open tickets within service level targets and daily KPIs
• Attain an intricate level of Technical Product Knowledge and a working knowledge of Revelyst Brands.
• Familiarization with eCommerce email calendar and upcoming sales and promotions to further inform customers
• Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
• Support outbound call campaigns, lead generation, and sales programs as required
• During peak periods of the year, you may be called into action to support Wholesale Customer – Level II inquiries as required
• Other duties and administrative tasks as required
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

You have:

• A minimum of 2-3 years customer service, inside sales, or retail sales experience is required
• Computer proficiency in Excel, Word and Outlook with strong interpersonal skills required
• Working knowledge of SAP operating system is a plus
• Previous experience with ZenDesk or similar CRM systems is a plus
• Experience within the MX, Bike and Action Sports Lifestyle Industry is a plus

Pay Range:

Starting Hourly Rate: $19.00

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Protected Veteran/Disabled

Revelyst is a collective of makers that design and manufacture performance gear and precision technologies. Our category-defining brands leverage meticulous craftsmanship and cross-collaboration to pursue new innovations that redefine what is humanly possible in the outdoors. Portfolio brands include Foresight Sports, Bushnell Golf, Fox, Bell, Giro, CamelBak, Bushnell, Simms Fishing and more (https://www.revelyst.com/brands.html) .

Revelyst is an equal opportunity employer. All applicants are considered for employment without regard to race, color, sex (including pregnancy and related conditions, sexual orientation, or transgender status), national origin, religion, age (40 and older), equal pay, disability or genetic information (including family medical history or genetic tests or services), and retaliation for filing a charge, reasonably opposing discrimination, or participating in a discrimination lawsuit, investigation, or proceeding, and any other characteristics protected by law. The EEO Law poster is available here: https://www.eeoc.gov/poster .

If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] . Please note that this email address is for accommodation purposes only. Revelyst will not respond to inquiries for other purposes.