Jobs - Customer Service Associate

Who We Are

Ski The East is a fast growing outdoor apparel brand based in Burlington, VT. We have been building the finest ski lifestyle clothing since 2005 all while shredding Volkswagen-sized moguls, neck deep powder, and rock hard ice with a smile on our faces. Our company has a casual office atmosphere and plenty of excellent microbreweries, farm-to-table restaurants, and America’s “6th Great Lake” (Lake Champlain) right out our front door. This year we’re looking to grow the Ski The East team and expand on exciting new opportunities.

We recently moved into the best office space in the state: Hula Lakeside - which houses a cafe, gym, bar, indoor gardens as well as a beach surf club and bike path mere steps away. Did we mention the beautiful Green Mountains nearby that have the deepest snow and best ski resorts in the region? 

 

Who We're Looking For

Do you know the Ski The East brand and outdoor industries well? Can you “talk the talk” on the phone and “type the type” in emails as a representative of us? Are you an empathetic and patient person who loves to problem solve? Can you help our fans and customers have the best service experience on the planet? Can you help them walk away more stoked on our brand after an issue comes up than if they’d never had an issue at all? Are you tech savvy, a fast typer, an outgoing conversationalist, and can handle stressful situations with the calm demeanor of a Jedi knight?  

If you answered yes to these, live within daily commuting distance of Burlington, VT, and have a reasonably well developed sense of humor, then you just might be the right candidate for noble entry into our Wolf Pack. The person in this position will be helping with customer service for both Ski The East and our smaller Eastward brand. We are seeking a candidate that can thrive in a fast paced, multi-tasking, small company environment with our team of 9 people.

 

Tasks Include

• Develop a comprehensive understanding of all our products
• Serving as the initial point of contact for all customer requests and questions
• Daily responses to customer service emails and phone messages
• Answering phone call inquiries throughout the day
• Managing live chat on our website to answer customer questions
• Managing product returns, warranty issues, refunds, and replacements
• Working closely with our team to drive customer satisfaction and revenue growth
• Take initiative to create selling opportunities and increase customer loyalty
• Aid customers in choosing the right styles, fits, fabrics, and price points to meet their needs
• Educate customers on our products, procedures, and policies
• Taking complete responsibility for each customer contact and interaction and making sure customers walk away happy
• Working with our team to update and modify our websites to ensure up-to-date product accuracy and a smooth user experience
• Other related duties as assigned

 

This should be you

• Legendary communication skills: oral and written
• Fast typer, attention to grammar and detail
• Ability to plan, stay organized, and stay on schedule
• Firm grasp of the ski and outdoor industries, styles, and trends
• Some competency in Excel, Shopify, Amazon, Facebook, and Instagram
• Hungry to tackle odd jobs and projects that may come up around the office
• Multi-tasking ninja warrior and team player
• Self motivated, hard working, and able to receive constructive criticism
• Enjoys all aspects of the customer service process and has maximum patience
• “Keeps The Shred Alive” and is generally a friendly person

 

More incredible info

• Position: Full Time
• Compensation commensurate with experience
• Start Date: Immediately
• In-Person position (not remote)
• There will be a remote interview process

 

Our COVID office precautions include

• Required Face Masks
• Daily mandatory temperature screenings and health sign-in sheet
• Social distancing guidelines in place for work desk location and meetings
• Building and bathrooms are cleaned and disinfected daily

 

Perks include

• Health Insurance Benefits 
• 401K Retirement Plan with company match
• Paid Time Off (vacation/sick) and Holidays
• Paid Maternity and Paternity Leave
• Paid Cell Phone Plan
• Opportunities For Bonuses
• Incredible brand new collaborative office space on the shores of Lake Champlain
• Paid Gym membership
• Paid Burlington Surf Club membership
• Free Ski Resort Season Pass & Free Lift Tickets
• Workday Recreation
• Community Volunteer Involvement
• Loads of Free Gear

 

Interested applicants should send an introductory letter, resume, and relevant links to past video work. The letter should be in the email body, and attach the resume.

Send your packet-of-awesome to jobs@skitheeast.net and use the words “Customer Service Ninja” in the email subject title. We’ll respond to a select pool of candidates and thanks in advance for your interest!

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