Bilingual Customer Experience Representative - FT

BILINGUAL CUSTOMER EXPERIENCE REPRESENTATIVE – FULL TIME

REPORTS TO: DIRECTOR, CUSTOMER EXPERIENCE CENTER

STATUS: NON-EXEMPT

SCHEDULE: ROTATING SCHEDULE 9:00 AM – 7:15 PM

 

Summary

Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas.  We celebrate new innovations, congratulate one another’s achievements, and most importantly support each other.

 

At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves “Partners.” With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community.

 

Our vision is to offer everyone a piece of the American spirit – one handshake at a time. 

 

The Bilingual Customer Experience Representative provides information to customers in response to inquiries about products and services. They will receive, document and resolve customer complaints, are responsible for the day-to-day processing and troubleshooting of E-Commerce Customer Experience requests, and process timely execution of all customer experience communications. The Bilingual Customer Experience Representative will provide support to Back Office Operations and work closely with E-Commerce Team.

 

Essential Duties and Responsibilities

• Communicate with customers and resolve their concerns and issues with utmost urgency and professionalism.
• Protect the Boot Barn brand with clear communication, upholding product knowledge.
• Work in both individual and team environments to completed projects and initiatives.
• Provide sales support and assist with other projects within the company such as marketing initiatives.
• Data entry – update orders with status information
• Obtain and evaluate all relevant information to research discrepancies
• Communicate and coordinate with internal departments
• Process requests for return and exchanges of online orders.
• Demonstrates high level of quality work, attendance and appearance.
• Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management.
• Adhere to all local, federal and state laws in addition to Company policies, procedures, and practices.
• Performs any other duties that may be assigned by management.

 

Qualifications

Qualifications

• Proficient in MS Office Suite – Word, Excel and Outlook.
• Ability to work in a fast-paced environment and able to implement last minute requests or changes.
• Strong written and verbal communication.
• E-commerce and retail experience highly preferred.
• Self-managed, positive with great attitude, capable to work under pressure at times.
• Able to work independently as well as on project teams.
• Strong analytical and fact-based decision-making skills.
• Flexible availability, including nights and weekends, preferred.
• Strong communication, customer service, time management and organizational skills.

 

Competencies

• Customer Centric/Sales Driven – Assesses customer experience within the store and promotes a culture of customer engagement. Is attentive to customers and understands their needs, offers products that are aligned with the consumers’ expectations. Continually searches for ways to improve customer service.
• Ensure Effective Communication - Listens carefully and attentively to others' opinions and ideas. Communicates information clearly, concisely, and professionally.
• Establish Trust - Follows through on commitments. Is honest and direct with others. Promotes a culture of respect for, commitment to, and compliance with Company values, beliefs, and standards. Ensures the protection of confidential information.

 

Boot Barn Benefits & Additional Compensat