Customer Experience Specialist

For over 50 years KENT OUTDOORS has been the ultimate destination for outdoor enthusiasts, offering a curated collection of industry-leading brands driven by the pure pursuit of adventure.  

KENT Outdoors is a collection of brands all obsessively focused on building the most innovative and reliable equipment for use in our most revered natural playgrounds. We relentlessly dream, build, and offer products that empower the very best days outside. We’re a collection of outdoor fanatics, product geeks, marketing mavens, and entrepreneurs all focused on pushing through boundaries, both on land, and in the water.   

Holding true to our roots while evolving for the future, the family of KENT brands today includes Absolute Outdoors, Arctic Shield, Aquaglide, Arbor Snowboards, Barefoot International, BOTE, Connelly, FatSac, Freedom Foil, Full Throttle, HO Sports, Hyperlite, KENT, Liquid Force, Margaritaville, O’Brien, and Onyx. 

Your Impact 

BOTE is looking to fill a role for a customer experience specialist responsible for executing industry-leading customer experiences across the business and increasing the satisfaction and lifetime value of our customers. This role is responsible for providing timely, exceptional support to the BOTE network of customers, while also identifying and capitalizing on ways to build lasting relationships with our customers that translate to value for the company. This individual will work with our internal customer support/sales team.

What You’ll Do 

• Be the voice of our brand to our customers and exude the BOTE mission by putting the customer at the center of everything we do.
• Serve as an advocate for our customers, always putting yourself in their shoes and execute accordingly.
• Learn the BOTE family of products, including paddle boards, Kayaks, Skiffs, Docks and all gear, to be able to speak to customers intelligently about the products. This includes in-depth knowledge of all product features, innovations and benefits
• Work with a sense of urgency to ensure that all inbound customer inquiries are responded to and resolved appropriately according to the company’s standard operating procedures. These inquiries may include: product info & advice, return & exchanges, warranty claims, shipping questions, feedback & suggestions, maintenance questions, product registration & documentation. 
• Responsible for executing exceptional customer communications across all channels: phone, email, support tickets & contact us forms, chat, social media and reviews.
• Maintain documentation of all Customer correspondence leveraging the company’s order management and customer help desk ticketing system
• Processing returns/exchanges
• Contributing to companies KPIs and sales targets.

What You’ve Accomplished 

• Equivalent Related Professional Experience
• Direct experience in Customer Service Able to work self-sufficiently with limited direct supervision to accomplish tasks
• Enjoy thinking outside of the box and solving problems with creative solutions
• Excellent communication skills across all channels: in-person, phone and written
• Excellent time management abilities with a proven ability to multi-task
• Strong attention to detail and service-oriented approach.
• Ability to work individually and in a team environment
• Strong computer skills and adaptability learning new software platforms and data management processes
• Passionate about the paddle industry, and the lifestyle that the BOTE brand represents is preferred 
• Friendly and comfortable with speaking directly with customers on the phone and through written communication and thinking on their feet
• Ability to be confident, patient and polite when dealing with difficult situations
• Fast learner who is willing to dive in and learn on the job
• Desires a long-term career that offers growth in customer relations, product sales, business operations or marketing

How You Thrive

You go “all out.”  You tend to approach everything you do with velocity.  From your next exhilarating outdoor adventure to scaling meaningful peaks at work, you act with speed, direction, ethics, and forethought. Your efficiency is rooted in the knowledge that resources are not infinite. You are goal-oriented and focused on outcomes. When you see a cha