<p>This is an incredibly exciting time to join Gregory Mountain Products. Gregory is a legacy company in the outdoor industry that is growing and thriving under our supportive parent company, Samsonite. Located just a few miles south of downtown Salt Lake City at the base of the Wasatch Mountains, our North America office reflects our belief that exploration is all about the spirit and drive to make your life what you want, and our mission is to build gear you can trust to take you there. As a Consumer Experience Agent for Gregory, you will be the front-line ambassador for our brand. We are looking for a candidate that will partner with our passionate and incredibly talented team to build an authentic, professional and world class consumer experience.</p> <ul> <li> <p>Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.</p> </li><li> <p>Assist consumers with topics such as (but not limited to):</p> </li><li> <p>Brand, website, or product knowledge based on questions and complaints.</p> </li><li> <p>Taking online orders, including payments.</p> </li><li> <p>Resolving returns and order complaints.</p> </li><li> <p>Communicating our Lifetime Warranty policies and repair options.</p> </li><li> <p>Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.</p> </li><li> <p>Meeting and surpassing determined productive metrics on a consistent basis.</p> </li><li> <p>Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.</p> </li><li> <p>Partner with various internal departments to stay current on product information, brand initiatives, e-commerce events, and system changes.</p> </li><li> <p>Follow compliance procedures while still providing genuine support to consumers.</p> </li><li> <p>Provide feedback to R&D on relevant new product development as needed.</p> </li><li> <p>Understand customer needs and make proper product line recommendations.</p> </li></ul>