• Job Description

  Req#: 10637252

  About West Marine

  We don’t just sell anchors and rigging. We sell a love of the water that lasts for generations.

  We don’t just sell life jackets and flares. We sell peace of mind for your most precious cargo.

  We don’t just have a passion for boating. We have a lifetime of experience that we can’t wait to share with you.

  So when you shop at West Marine, it’s not just for boating gear – it’s for the pure pursuit of more water and less hassle.

  If you have a passion for being on the water and are looking to join a world-class organization, then West Marine is the place for you! West Marine is recognized as the premier multi-channel retailer of boating and fishing supplies with more than 230 stores located throughout 37 states and Puerto Rico. 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.

  Position Summary

  West Marine is seeking a Digital Customer Care Professional to service our Retail and Pro customers!

  The Digital Customer Care Professional is a proactive and results-driven individual. This role is essential to delivering outstanding customer service through digital communications channels such as text messaging and chat. The ideal candidate will have strong communication skills, a customer-first attitude, and a passion for helping people. West Marine is a Drug Free Workplace and an Equal Opportunity Employer.

  
  

  Primary Responsibilities:

  · Delivers exceptional customer service on every contact.

  · Strives to provide first contact resolution.

  · Effectively manages multiple contacts/conversations at once.

  · Meets/exceeds company standards for performance and quality.

  · Adds additional value for the customer by proactively recommending related items and appropriate West Marine benefits/services.

  · Attend 1:1 meetings with your manager/lead to address training/growth opportunities.

  · Participate in advanced training/educational programs.

  · Proactively maintain awareness of changes or updates to standard operating procedures, job aids, and other announcements that may impact your role.

  · Implement any coaching opportunities offered and seek continuous growth within your role.

  
  

  Education, Experience & Skills:

  Minimum education required/preferred, area of study:

  · Minimum High School or GED.

  · College Degree in Business or related field and/or U.S. Military Service preferred

  
  

  Minimum years of relevant experience preferred/required:

  · 2-3 years customer service experience

  · Proficient knowledge of marine products and/or the marine industry helpful

  
  

  Additional skills/knowledge required include:

  · Strong communication, organizational and customer service skills

  · Sense of urgency and ability to work in a fast-paced environment.

  · Computer literate, including Microsoft Office, Excel, Word

  · Ability to foster relationships with customers.

  · Ability to effectively communicate verbally and in writing

  · Strong reading comprehension skills

  · Typing skills of 40 words per minute minimum

  · Proficient in Salesforce Service or Sales Console.

• About the company

  Shop the official West Marine Store to find over 100,000 products in stock for boating, sailing, fishing, or paddling. Since 1968, West Marine has grown to over 250 local stores, with knowledgeable Associates happy to assist. Shop with confidence - get...

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