Customer Care Representative - Remote

About West Marine

West Marine is committed to outfitting, educating and inspiring boaters. With 240 stores located in 38 states and Puerto Rico, West Marine is recognized as the premier multi-channel retailer of boating and fishing supplies. We are committed to supporting the communities in which we do business through our BlueFuture Program, which gets kids on the water in both recreational and educational capacities. When you work at West Marine, you’re part of a family; one that values spending quality time on the water, doing the things you love, and sharing that passion with our customers and community.

Job Summary:

The Customer Care Representative is the voice of West Marine. Crew Members in this role's primary responsibility is to deliver exceptional customer service through any customer touch-point. With our omnichannel approach to serving our customers, contacts can be in the form of phone calls, emails, online chat, and text messaging. We strive to handle every contact with our mission statement in mind: “We outfit, educate, and inspire boaters.”

The Customer Care Representative uses a virtual call center platform to manage all inbound contacts while using order placement/lookup software to assist each Customer with their inquiry. Crew Members who are successful in this role are great at multitasking, have solid computer skills, an understanding of our customers’ needs in the outdoor retail industry, and a desire to learn about the ever-changing landscape of marine technological advances.

Primary Responsibilities:

• Delivers exceptional customer service on every contact
• Aspires for single contact resolution
• Effectively manages multiple contacts at once
• Maintains efficient rate of contacts
• Supports our Stores and other internal departments
• Adheres to published schedules
• Participates in training and educational programs
• Performs other related job duties as assigned

Education, Experience & Skills:

• High school diploma or equivalent
• Experience working in the customer service industry is preferred
• Experience in the marine industry is preferred
• Advanced computer skills
• A smile in their voice, both verbally and written
• Ability to work remotely on a large team
• Stable, high-speed internet connection and the ability to connect with an Ethernet cable
• Quiet distraction-free working environment
• Effective verbal and written communications skills, including active listening

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