Customer Care Outfitter

POSITION SUMMARY:

The Customer Care Outfitter must possess strong written and verbal communication style, critical thinking skills and effective customer service skills. This position is focused on contact interactions that drive brand loyalty while providing legendary customer service through an extraordinary and memorable experience. This highly skilled Outfitter will handle customer contacts through multi-channel processes (to include voice, email and chat) that include new sale orders, service issues after the sale is completed, resolving customer dissatisfaction and providing first call resolution of a wide variety of company, sales and product questions. Multiple systems, programs and resources must be mastered to handle the wide range of customer’s needs. The Customer Care Outfitter is empowered to find solutions beyond established processes to resolve complex customer service situations while being professional, proactive, and empathetic to our customer’s needs.

ESSENTIAL FUNCTIONS:

• Proficient in performing all customer contact procedures, processes and meet performance requirements. Respond to incoming customer inquiries and resolve customer issues regarding account, order status and after the sale service, such as, return procedures, returns or exchange of defective/damaged product, shipping and delivery problems, incorrect items received, billing questions, declined credit card, inventory inquiries, sales promotions, and other similar situations. Capitalizes on all opportunities to secure a sale including offer preferred products, suggesting similar items, and asking for orders on gift card balance contacts. 50%
• Utilize advanced skills training, system programs and desktop resources to assist customers from all business channels using communication, soft skills, negotiation and problem-solving skills to resolve customer dissatisfactions that meet needs of customer and the company.  Empowered to go beyond the standard procedures to answer inquiries, resolve concerns and connect our customers with the products and services that create loyal customers. 30%
• Review and research CRD Field Guide, Bass Pro Shops and Cabela’s websites, catalogs and other programs, tools and resources to ensure up to date on information, such as, promotions, system changes, processes and company programs to relay accurate information to customers in a timely manner.  15%
• Utilize feedback and coaching to maximize performance and develop skills to move through the career path opportunities.  5%
• ALL OTHER DUTIES AS ASSIGNED

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required:  High School Diploma or equivalent
• Preferred Degree:  Vocational Tech Certification or Associate’s Degree
• Experience:   0-2 years of experience in Business Administration or related field

KNOWLEDGE, SKILLS AND ABILITY:

• Knowledge of and familiar with basic computer use, Microsoft Office, web navigation
• Must be able to write, type and use multi-channel systems.
• Must be able to read documents, reports, computer screens and other written communication.
• Must be able to effectively interpret and manage difficult situations.
• Must be able to hear well enough to communicate with customers and co-workers.
• Ability to work on a team and independently

TRAVEL REQUIREMENTS:

• No Travel

INDEPENDENT JUDGEMENT:

• Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices.

PHYSICAL REQUIREMENTS:

• Regularly performs computer work and sits.
• Occasionally walks and stands.
• Seldom/never lifts up to 50lbs.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer.  Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.