Call Centre Employee Support Specialist - Full Time
Top Benefits
About the role
At Bass Pro Shops and Cabela’s, we passionately serve people who enjoy the outdoor lifestyle by delivering innovation, quality and value in our products and services. Live... Dream... Work the Adventure!
Summary: Reporting to the Call Centre Supervisor, the Call Centre Employee Support Specialist ("Outfitter Support Specialist", "OSS") is vital to the successful care of customers by providing consistent guidance on processes and procedures for Call Centre Outfitters, and by handling enhanced after-sale service needs. The OSS leverages process knowledge and available systems to assist and guide the Call Centre in all facets of customer care. This role must be ready to self-study and learn, leveraging all available resources to keep current on policies, procedures, products, and systems changes. The OSS communicates ongoing issues, training opportunities, and recommendations to Call Centre leadership, and conveys the core company values through every interaction.
Our in-bound Call Centre operates 7 days per week and requires candidates who have flexible availability to work a variety of shifts, including evenings and weekends. Candidates selected for this position will be required obtain Standard First Aid/CPR/AED Certification, and a Canadian Firearm Possession & Acquisition License (PAL). All costs associated with obtaining these will be paid for by the Company.
Responsibilities:
- Utilizes skills and knowledge to assist and guide Outfitters to accurate processes and procedures to resolve customer questions or concerns.
- Uses research capabilities to provide basic product information to Outfitters and customers.
- Supports retail Outfitters working to assist customers in store. Multi-tasks between contacts to coordinate efforts for resolving customer questions and issues that are not able to be assisted during contact.
- Provides enhanced customer support, including escalated supervisor contacts and provides customer recovery efforts after poor experiences with the business. Recognizes potential escalated situation developments when receiving consultation calls and work to take calls to provide support.
- Researches and reports system and pricing issues. Works with other departments within the company to resolve issues that are reported.
- Makes recommendations to work procedures, policies, and practices.
- ALL OTHER DUTIES AS ASSIGNED.
Qualifications:
- Possess or be willing to obtain a Canadian Firearm Possession & Acquisition License (PAL).
- Possess or be willing to obtain Standard First Aid/CPR/AED Certification.
- Maintains performance standards including productivity and customer satisfaction metrics.
- Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments.
- Provides service to both internal and external customers through phone, chat, and email channels.
- Provides provide support to other Company projects.
- Provides direct feedback to Outfitters at appropriate times and through appropriate channels on proper processes and procedures.
- Strong interpersonal and communication skills.
- Excellent organizational and analytical skills.
- Ability to multi-task.
- Ability to speak French is an asset.
Benefits:
- Immediate employee discount
- Fun work environment
- Competitive wages
- Excellent benefits
- Unlimited career advancement opportunities
Interested external candidates should submit their resume online at careers.basspro.com.
Interested internal candidates should apply through the Jobs Hub in their Workday account.
We thank all applicants, however, only those selected for further consideration will be contacted.
Bass Pro Shops & Cabela’s welcomes applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.
Bass Pro Shops & Cabela’s welcomes applications from people with disabilities.
Accommodations are available upon request during the assessment and selection process.
Benefits
- Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
- Fun work environment
- Competitive wages
- Excellent benefits
- Unlimited career advancement opportunities
- Bass Pro Cares Fund
Cabela's
About Cabela's
Since its founding in 1961, Cabela’s has earned the title of World’s Foremost Outfitter® without ever letting go of its humble, small-town roots. Much of this success is owed to the knowledgeable outdoorsmen and women we employ. From our corporate headquarters in Sidney, Nebraska, to our growing number of retail locations throughout the United States and Canada, Cabela’s Outfitters are proud of where they work and value being part of a caring family. Because it’s in our nature to sell fun, we find satisfaction in providing customers with a wide variety of innovative, exclusive products and services they can count on for memorable outdoor experiences all year long. We’re passionate about the outdoors, and grateful to those who take the time to appreciate nature and ensure this lifestyle will continue to be embraced by future generations.
Cabela’s also issues the Cabela’s CLUB® credit card, which serves as its primary customer loyalty rewards program.
Call Centre Employee Support Specialist - Full Time
Top Benefits
About the role
At Bass Pro Shops and Cabela’s, we passionately serve people who enjoy the outdoor lifestyle by delivering innovation, quality and value in our products and services. Live... Dream... Work the Adventure!
Summary: Reporting to the Call Centre Supervisor, the Call Centre Employee Support Specialist ("Outfitter Support Specialist", "OSS") is vital to the successful care of customers by providing consistent guidance on processes and procedures for Call Centre Outfitters, and by handling enhanced after-sale service needs. The OSS leverages process knowledge and available systems to assist and guide the Call Centre in all facets of customer care. This role must be ready to self-study and learn, leveraging all available resources to keep current on policies, procedures, products, and systems changes. The OSS communicates ongoing issues, training opportunities, and recommendations to Call Centre leadership, and conveys the core company values through every interaction.
Our in-bound Call Centre operates 7 days per week and requires candidates who have flexible availability to work a variety of shifts, including evenings and weekends. Candidates selected for this position will be required obtain Standard First Aid/CPR/AED Certification, and a Canadian Firearm Possession & Acquisition License (PAL). All costs associated with obtaining these will be paid for by the Company.
Responsibilities:
- Utilizes skills and knowledge to assist and guide Outfitters to accurate processes and procedures to resolve customer questions or concerns.
- Uses research capabilities to provide basic product information to Outfitters and customers.
- Supports retail Outfitters working to assist customers in store. Multi-tasks between contacts to coordinate efforts for resolving customer questions and issues that are not able to be assisted during contact.
- Provides enhanced customer support, including escalated supervisor contacts and provides customer recovery efforts after poor experiences with the business. Recognizes potential escalated situation developments when receiving consultation calls and work to take calls to provide support.
- Researches and reports system and pricing issues. Works with other departments within the company to resolve issues that are reported.
- Makes recommendations to work procedures, policies, and practices.
- ALL OTHER DUTIES AS ASSIGNED.
Qualifications:
- Possess or be willing to obtain a Canadian Firearm Possession & Acquisition License (PAL).
- Possess or be willing to obtain Standard First Aid/CPR/AED Certification.
- Maintains performance standards including productivity and customer satisfaction metrics.
- Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments.
- Provides service to both internal and external customers through phone, chat, and email channels.
- Provides provide support to other Company projects.
- Provides direct feedback to Outfitters at appropriate times and through appropriate channels on proper processes and procedures.
- Strong interpersonal and communication skills.
- Excellent organizational and analytical skills.
- Ability to multi-task.
- Ability to speak French is an asset.
Benefits:
- Immediate employee discount
- Fun work environment
- Competitive wages
- Excellent benefits
- Unlimited career advancement opportunities
Interested external candidates should submit their resume online at careers.basspro.com.
Interested internal candidates should apply through the Jobs Hub in their Workday account.
We thank all applicants, however, only those selected for further consideration will be contacted.
Bass Pro Shops & Cabela’s welcomes applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.
Bass Pro Shops & Cabela’s welcomes applications from people with disabilities.
Accommodations are available upon request during the assessment and selection process.
Benefits
- Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
- Fun work environment
- Competitive wages
- Excellent benefits
- Unlimited career advancement opportunities
- Bass Pro Cares Fund
Cabela's
About Cabela's
Since its founding in 1961, Cabela’s has earned the title of World’s Foremost Outfitter® without ever letting go of its humble, small-town roots. Much of this success is owed to the knowledgeable outdoorsmen and women we employ. From our corporate headquarters in Sidney, Nebraska, to our growing number of retail locations throughout the United States and Canada, Cabela’s Outfitters are proud of where they work and value being part of a caring family. Because it’s in our nature to sell fun, we find satisfaction in providing customers with a wide variety of innovative, exclusive products and services they can count on for memorable outdoor experiences all year long. We’re passionate about the outdoors, and grateful to those who take the time to appreciate nature and ensure this lifestyle will continue to be embraced by future generations.
Cabela’s also issues the Cabela’s CLUB® credit card, which serves as its primary customer loyalty rewards program.