DTC Customer Service-2

Applied Labs; Chesapeake (VA); On-site; USD 50,971,000 - 58,686,000; Full time

Job summary

Revelyst in Chesapeake, VA is seeking a Customer Experience Associate to deliver best-in-class support across calls, emails and chats, helping customers and sales teams achieve success with Revelyst products.

You will manage inquiries about orders, product details, returns, and warranty claims, build relationships with stakeholders, and contribute to peak periods. The role reports to the Director, Business Development in our Chesapeake office.

Qualifications

• 2-3 years in customer service, inside sales, or retail sales.
• Proficient with Excel, Word, and Outlook; strong interpersonal skills.

Responsibilities

• Handle inbound calls, email, and chat from customers.
• Address order status, product inquiries, warranty claims, returns, and general assistance.
• Identify customer needs and guide solutions to ensure product success and satisfaction.
• Self-manage schedule and coordinate callbacks with manager.
• Collaborate with teammates to resolve tickets within SLAs and KPIs.
• Develop technical product knowledge and Revelyst brand familiarity.
• Assist with outbound campaigns and sales programs as required.

Skills

Customer service

Interpersonal skills

Inside sales experience

Tools

SAP

Zendesk

Job description

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 Director, Business Development in our Chesapeake, VA 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 callbacks 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

Pay Range

Hourly Rate: $17.80 - $20.50

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