Seasonal Customer Experience Representative - Bilingual (Full Time)

BILINGUAL CUSTOMER EXPERIENCE REPRESENTATIVE – FULL TIME

REPORTS TO: ASSISTANT MANAGER

STATUS: NON-EXEMPT

$15 Per Hour Starting Rate | 10 Hour Shifts | Closed Thanksgiving & Christmas Day | Opportunity To Stay On After Season | Generous Employee Discount 

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.

• 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.
• Strong communication, customer service, time management and organizational skills.

• 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.

In general, the following physical demands are representative of those that must be met by a Partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.

• Standing, walking and squatting less than fifty percent of the work shift.
• Required to lift, move and carry up to 40 pounds.
• Ability to read, count and write to accurately complete all documentation and reports.
• Must be able to see, hear and speak in order to communicate with partners and customers.
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms.

[ X ] Sedentary: Limited activity, no lifting, limited walking

[ ] Light: Office work, some lifting, bending, stooping or kneeling, walking

[ ] Moderate: Mostly standing, walking, bending, frequent lifting

[ ] Arduous: Heavy lifting, bending, crawling, climbing

In general, the following conditions of the work environment are representative of those that a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job within the environment.

• The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance.
• Noise levels are considered moderate.

Boot Barn, Inc. reserves the right to make exceptions to modify or eliminate this document or its content. This document supersedes all previous policies, procedures or guidelines pertaining to this subject.

Our core value of community bands us together in supportive and inclusive ways to drive our collective success. Boot Barn provides equal employment opportunity to all applicants and employees without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, veteran or military status, disability, as well as any other protected status under the law.

Americans with Disabilities Act (ADA) - Boot Barn will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required by applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Boot Barn Store or Distribution Center or reach out to Human Resources at 1-949-453-4400, Option 4.