Jobs - Customer Service Associate

Who We Are

Ski The East is a fast growing company based in Williston, VT with a casual office atmosphere and plenty of excellent microbreweries, farm-to-table restaurants, and a giant lake right down the street. Did we mention the beautiful Green Mountains nearby that have the deepest snow and best ski resorts in the region?

Our brand has 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. This year we’re looking to grow the Ski The East team and expand on exciting new opportunities… in March we launched a new sustainable outdoor lifestyle brand, Eastward.

 

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 (or can relocate to) within daily commuting distance of Williston, 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. This job will be part time (20 hours/week) to start, with potential opportunities for full time. The person in this position will be helping with customer service for both our Ski The East and Eastward brands. We are seeking a candidate that can thrive in a fast paced, multi-tasking, small company environment with our team of 10 people.

 

Tasks Include:

  • Develop a comprehensive understanding of all Ski The East and Eastward 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:

  • 2 years of relevant experience
  • 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

 

Would also be cool if you had experience in some of this:

  • Sales
  • Marketing
  • Mogul Skiing

 

More incredible info:

  • Position: Part Time, 20 hours per week
  • Compensation: $13/hour
  • Start Date: Immediately

Perks include:

  • Workday Recreation
  • Community Involvement
  • Company Events
  • Loads of Free Gear
  • Unlimited Free Coffee, Snacks, & High Fives

 

Interested applicants should send an introductory letter, resume, and any relevant links. 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” in the email subject title. We’ll respond to some of you. All of you after it’s done.

Join Us

FAQ3

FAQ

FUN  ANSWERS  to  QUESTIONS

Got a question?  Get ready for some fun answers because we want to make your online shopping experience as splendid as possible.  We’re psyched that you’ve considered shopping with us (or maybe you’ve already bought something – thanks!), so we strive to answer all your questions.  We hope the list below will keep you from thinking too hard so you can focus on picking up some sweet gear from Ski The East.  If you have a question that’s not answered below, just hit us up here:

Email: service@skitheeast.net
Phone: 802-871-5133

Online Store Returns & Exchanges:
Cross Dec
c/o Ski The East Returns
148 Bryce Blvd.
Fairfax, VT 05454 USA

Flagship Store & Intergalactic Headquarters:
Ski The East LLC
34 Blair Park Rd.
Suite 101
Williston, VT 05495 USA
802-871-5133
ski@skitheeast.net

 

Will it arrive by Christmas?

YES it can!  Here's how it works:

1) Place order by 12pm Noon E.S.T. and your order will ship same day.  Place order in the afternoon or evening and your order will ship the next day.

2) You must provide a shipping address that is verified by USPS or UPS, depending on which service you choose.  Some addresses do not work with USPS, where we are unable to print a shipping label, and therefore a PO Box or alternate address must be provided.

3) Because of the holiday rush, there is a small chance there may be an out-of-stock issue (inventory can sometimes be off by 1 unit).  We'll contact you within 24 hours if this is the case and resolve your order as quickly as possible.

CHRISTMAS CUT OFF TIMES:

UPS Next Day Air: Thursday, Dec. 22 at 12pm noon.  Your order will ship on Thursday and deliver on Friday.  UPS does not deliver to residential on Saturday.

USPS Priority Mail: Thursday, Dec. 22 at 12pm noon may reach some locations in 1 day but cannot guarantee.  Any state in New England is a "good bet" because we ship from Vermont.

See a map for USPS Priority Mail here and use 05454 as the "from" zip code:
https://www.usps.com/priority-mail/map

More shipping info HERE

 

Is Ski The East a secure online store?

Absolutely.  To ensure maximum security, the Ski The East Store uses a 128 bit SSL certificate, the same encryption device that many online banks use.  We do not store credit card data.  Your billing information is only used to complete your most recent purchase.  For further assurance, you will notice an “s” added to the beginning of the web address (“https://”) from the moment you click the “checkout" button (regardless of whether or not you follow through with your purchase).  This signifies that you are browsing on a secure platform.

 

What credit cards do you accept?

All the major big boys: Visa, Mastercard, American Express, and Discover.

 

I’m old fashioned (we don't judge!) and I don’t trust shopping at online stores.  Can I order by email or phone?

Email orders:  Please email your order details and phone number to service@skitheeast.net.  Once your email is processed, and your desired items are confirmed available, you will receive a phone call so we can acquire your credit card information and complete the transaction.
Phone orders:  Please call our office at 802-871-5133 to speak with a real human, not robots.  Once your desired items are confirmed available, you can then provide your credit card information to complete the transaction.  You will be emailed an automated receipt once your payment clears.

 

When will my order ship?

Due to order processing and our small shipping team, your order will typically ship from our warehouse within 48 hours (1-2 days).

The fastest shipping method we offer is Priority Mail, which takes 1-3 days in transit.  First Class Mail is also pretty fast with 2-3 days transit time for shipments.  Within Northern NY and most all of New England (parts of Northern Maine excluded), your First Class package will only take 2 days in transit.

So to do the math, please factor a minimum of 3-5 business days for our gear to leave Williston, Vermont and arrive at your doorstep.  Note that USPS does deliver on Saturdays.

We also offer USPS Parcel Select, which is a slower shipping method than Priority (and usually cheaper), and has undetermined transit times.  But if you live within the Northeast, it typically won’t take too much longer than Priority to arrive.  If you live a far distance from our HQ in Vermont, like in the Southern Atlantic, Mid-West, Rockies, West Coast, or outside of the continental U.S., then obviously please expect a longer transit time.

On occasion, USPS International packages may be held at Customs for an undetermined amount of time and delay the shipment.

We apologize for any inconvenience this shipping time frame might cause. We are a small operation and are always working towards streamlining our shipping policies for the future. Thanks for you understanding.


What carrier do you use to ship?

Your order through the Ski The East online store is shipped via the United States Postal Service (USPS).  We offer tracking information for all shipments except if you only order stickers.  You should receive an automated email with a tracking number once your shipping label has been created.  Please let us know if you do not for some reason....  typically it means that you have entered an incorrect email address during checkout, or in the more uncommon scenario, your order was not successfully processed.


How does the Ski The East online store calculate shipping costs?

Ski The East determines shipping costs through direct integration with the United States Postal Service (USPS) shipping rates calculator.  All shipping costs are quoted based on weight, size, zip code, and a flat rate handling fee.

* If you only order 6 or less Sticker Packs then your order will automatically be shipped via USPS for a flat rate of $3.  This makes small quantities of stickers more affordable. Sweet.



Are there any limits to your shipping destinations?

The Ski The East online store shipments are limited to destinations within the USPS delivery area.  We do ship globally, but unfortunately, not all international orders can be processed through our checkout.  You should be notified if your order is unable to be completed because of these limitations.  We apologize in advance for any inconvenience.

 

How can I be sure the stuff I’m buying is quality?

Are you serious?  Ski The East and the Ski The East Store only sell merchandise that we are proud to be offering and that we would wear or use ourselves.  If you have any questions regarding more specific information on a product than what is listed in the Ski The East Store, please do not hesitate to contact us: service@skitheeast.net

 

What are you return and exchange policies?

CLICK HERE to see our return and exchange policies.

 

My order is missing something or I was sent the wrong item(s)… what do I do?

Firstly, our sincere apologies for the complications with your order.

If you were sent the wrong item, or if an item is missing, please report it by sending us an email:
service@skitheeast.net

At the expense of Ski The East, we will happily take back any incorrect item and ship the correct one with no additional cost to you.  If you’re missing an item that you ordered, we’ll ship it out asap with no additional cost to you. 

For incorrect items received, please CLICK HERE

We’re only human, and mistakes happen, but we guarantee we’ll smooth things out for you.  The last thing we want is for our customers to wait an eternity to receive their gear.  We want people enjoying our sweet store products as soon as possible in every corner of the globe, so we’ll do our best to make sure that happens.

 

Does Ski The East offer gift certificates?

YOU BETCHA!  Not sure what to get yourself or buy as a gift for someone else?  Stop stressing and make it easy.  Please note, Gift Certificates can not be returned.

You can select Gift Certificates from $10 to $300 (if you’re feeling generous, which we fully support…  get your whole ski crew decked out!).

CLICK HERE to shop Gift Certificates

 

Where else are Ski The East apparel and accessories sold?

If you want to see, touch, smell, or try on our apparel and accessories, there are over 100 physical retail locations where you can do this…

For a list of Retail Store names, locations, and contacts, please visit our interactive DEALERS PAGE

And in December 2015, we opened our Ski The East Flagship Store where we carry every single product we make:
34 Blair Park Rd.
Suite 101
Williston, VT 05495 USA
Hours and more info HERE 

Disclaimer: Powder days do happen and may cause impulse decisions.  If it snows 10″ or more in 24 hours, our Flagship Store will close for the day.

 

I have even more questions, how do I get in touch?

Geeze, thought we pretty much covered it all, but of course please feel free to contact us with any questions, comments, or concerns about our online store or merchandise.

Email: service@skitheeast.net
Phone:  802-871-5133