Escalations Representative

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we're as passionate about the outdoors as you are. And while our gear is available worldwide, we're proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: "It's perfect. Now make it better." As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.

And we believe in you.

ABOUT THE POSITION

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier experience.

The Escalations Representative provides timely answers and support to questions and inquiries, handles consumer escalations, offers feedback to agents to assist in their development, and provides timely feedback on agent needs and trends. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements of current practices.

HOW YOU'LL MAKE A DIFFERENCE

• Utilizes 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 manifests exceptional internal and external customer interactions and balancing focus to Columbia Sportswear Company's net revenue.

• Effectively handles all consumer escalations. Provides support and guidance to team members.

• Identifies gaps in agent knowledge and or understanding and offers feedback to guide agents to correct practices and behaviors. Partners with leadership, quality, and training to share provided feedback, identify training gaps, and proactively provides recommendations and outlined solutions to improve consumer and employee experiences and potential training gaps.

• 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 troubleshoot, problem solve, make logical decisions, and set priorities.

• Able to work effectively under pressure.

YOU HAVE

• A high school education or equivalent.

• 7+ years of related experience.

• Extensive retail and customer care experience.

• Highly effective presentation 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.

Location: Position requires 5 days a week onsite

To learn more about our hiring process during COVID-19, click .

#LI-HS1

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.

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 (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.