About the job
About The Company
West Marine is a renowned leader in the retail industry, dedicated to providing high-quality boating and fishing supplies. With over 230 stores across 37 states and Puerto Rico, West Marine is committed to fostering a love of water activities that lasts for generations. Our mission extends beyond selling gear; we aim to inspire and support our customers in their water-based pursuits by offering expert advice, exceptional service, and a passion for the maritime lifestyle.
At West Marine, we value community, safety, and the joy of being on the water, creating an environment where employees and customers alike share a deep appreciation for boating and outdoor adventure.
About The Role
We are seeking a dedicated Digital Customer Care Professional to join our team and serve our Retail and Pro customers through digital communication channels. In this role, you will be the frontline of our customer service efforts, providing timely and effective support via text messaging and chat platforms. The ideal candidate will possess excellent communication skills, a customer-first mindset, and a proactive approach to resolving customer inquiries and issues.
This position offers an opportunity to be part of a dynamic team committed to delivering outstanding service and enhancing customer satisfaction. You will also have the chance to grow professionally through ongoing training and development programs. As part of West Marine, you will contribute to a company that values integrity, teamwork, and a passion for the water.
Qualificationes
- High School diploma or GED required; college degree in Business or related field preferred
- U.S. Military Service experience considered an asset
- 2-3 years of customer service experience
- Proficient knowledge of marine products and industry helpful
- Strong verbal and written communication skills
- Excellent organizational and interpersonal skills
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Experience with Salesforce Service or Sales Console preferred
- Typing speed of at least 40 words per minute
- Ability to work effectively in a fast-paced environment with a sense of urgency
- Strong reading comprehension skills
Responsbilities.
- Provide exceptional customer service through digital channels, ensuring a positive experience on every interaction
- Strive for first contact resolution to efficiently address customer inquiries and issues
- Manage multiple customer conversations simultaneously with professionalism and accuracy
- Meet or exceed performance and quality standards established by the company
- Proactively recommend related products, services, and benefits to enhance the customer experience
- Participate in one-on-one meetings with managers to discuss performance, training, and growth opportunities
- Engage in ongoing training and educational programs to stay current with company updates and industry trends
- Maintain awareness of standard operating procedures, job aids, and other communications impacting your role
- Implement coaching feedback and seek continuous improvement in service delivery
Benefits
- Competitive salary and performance-based incentives
- Comprehensive health insurance including medical, dental, and vision coverage
- Retirement plan options with company matching
- Paid time off and holiday leave
- Employee discounts on boating and fishing gear
- Opportunities for professional development and career advancement
- Supportive and inclusive work environment that values work-life balance
Equal Opportunity
West Marine is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status under applicable law.
Desired Skills and Experience
Customer Service
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