ABOUT THE POSITIONThe Customer Experience Lead provides timely answers and support for complex questions and inquiries, handles executive escalations and formal complaints, and contacts customers to solve problems and solicit feedback through our Winback program. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements to current practices.HOW YOU'LL MAKE A DIFFERENCE- Utilize advanced knowledge and use of tools, policies, and practices to answer questions and effectively handle consumer and agent needs in a variety of channels for multiple brands. Consistently provide exceptional internal and external customer interactions while balancing a focus on Columbia Sportswear Company's net revenue.
- Effectively handle all consumer executive escalations.
- Promote customer retention through strategic win back initiatives that elevate the customer journey and align with organizational priorities.
- Identify gaps in agent knowledge and or understanding, partnering with Leadership, Quality, and Training to share provided feedback, identify training gaps, and proactively provide recommendations and outline solutions to improve consumer and employee experiences.
- Proactively takes accountability for generating a career plan and partnering with leadership to advance necessary knowledge and skills for future opportunities. Seeks and recommends ways to participate in department and company projects and initiatives. Actively functions as a mentor.
- Performs other duties as assigned.
YOU ARE• Proficient with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint, and Outlook)• Solutions-oriented with strong, creative critical-thinking skills.• Able to provide top-tier solutions for escalated customer interactions.• Able to troubleshoot, problem-solve, make logical decisions, and set priorities.• Able to work effectively under pressureYOU HAVE- A high school education or equivalent
- 7+ years of related experience
- Extensive retail and customer care experience
- Highly effective communications skills including strong verbal and written skills
- Ability to work in a fast-paced, metric-driven environment with the ability to multi-task.
- Experience with NICE inContact and other similar products
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.
At Columbia Sportswear Company, we're proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family's financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.
If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to [redacted] with the Subject: Applicant Assistance Requested.
