Customer Support Associate (Part-Time) - PM Shift - Virtual/Remote

Job Title: Customer Support Associate (Part-Time) - PM Shift: 1pm - 5pm MST
Job Level: Entry-Level
Job Type: Part-Time, Non-Exempt (20 - 25 Hours/Week)
Job Location: Eligible for remote work in California, Colorado, Georgia, Idaho, Kentucky, Minnesota, New Hampshire, New Mexico, Ohio, Oregon, Tennessee, Texas, Utah, Washington or Wyoming
Job Compensation: Starting at 17/hour (based on location)

What You’ll Do (Job Overview):

Here at Cotopaxi we value building relationships and look to create an environment that welcomes people from all backgrounds no matter what their connection and experience is with the outdoors. People are always at the core of what we do and in this role they/she/he will be a part of the support network for all Cotopaxi customers!

Do you enjoy talking on the phone? Savvy at connecting via chat? And able to bring personality and empathy to an email? Here on the customer support team your focus is to not only be efficient, but to also humanize this experience for our customers via phone, email, or chat. Your out-of-box thinking is your strongest asset in helping find answers and solutions for our customers.

Our Customer Experience teams thrive on teamwork and in this remote role we strive to build comradery and connection in the workplace wherever you call your office. We not only look to build deeper connections with our customers, but also within our team sharing each other's stories and passions. If you are seeking consistency within remote life and sharing creative customer solutions, laughter, and wins with a tight-knit group - CX is where to do it!

This role sits on the Customer Experience Team, reporting to the Customer Experience Supervisor, and they/she/he will become a product and systems expert in all things Cotopaxi!

Benefits
401(k) plan with employer match, Company paid mental health benefits., Remote work stipend (for remote employees only), 60% off Cotopaxi products, Additional outdoor/adventure/lifestyle brand discounts, Company and department outings and gatherings, A fun, caring and empowering company culture
Culture
Cotopaxi is a carbon neutral certified B Corporation that creates sustainably made outdoor gear designed to fight extreme poverty, inspire adventure, and move people to Do Good. Our Gear for GoodⓇ promise is to make gear that lasts and to have a positive social, environmental, and economic impact. By 2025, we’re committed to using repurposed, recycled, or responsible materials in all of our gear. We also allocate at least 1% of our annual revenue to the Cotopaxi Foundation, which awards grants to nonprofit partners with proven track records of alleviating poverty. Through our Foundation to date, we have reached an estimated 3.5 million individuals living in extreme poverty.

Cotopaxi is a company that values people, innovation, and adventure and our work environment reflects just that. Whether you are working from one of our retail stores, our headquarters, your couch at home, or even your van in the woods, you’ll feel the camaraderie of our amazing team of visionaries, builders and go-getters. We are a team of adventurous, mission-driven people looking to prove that business CAN be a force for good.
Responsibilities
How You’ll Do It (Job Responsibilities):

The Experiences We Look to Create:

• Managing live coverage - you can own phones, chats, text, and emails quickly and accurately.
• Customer care matters! You strive to always maintain a high level of customer service while keeping team goals in focus.
• You look at problem solving optimistically and take a creative approach to finding customer solutions.
• Details matter to you - you're organized and focus on accuracy and efficiency with every customer conversation.

Operations and Expectations:

• We want to provide the best experience for our customers - having a quiet workspace and reliable internet is key.
• Digital communication wizard! You not only own customer communication, but you are a reliable resource for your department by staying involved and current on team news and updates across multiple platforms.
• Availability to work 20hrs/week with shifts Monday - Friday 1pm - 5pm MST.
• You can happily work throughout the holiday season increasing to 25 - 29hrs/week from November - January.

Experiences to Highlight (What You Need to Succeed):

Who You Are:

• A people person. Good at gab. You know the kind.
• Energetic and enthusiastic.
• An eye for detail. You're organized and someone who thrives in a start-up minded company.
• Looks at problem solving optimistically and creatively - an out-of-the box thinker.
• You not only radiate positivity through conversations with customers, but also with your team!
• A team player, but also an all-star on your own. Takes direction and runs with it.
• A humanitarian at heart, and someone who believes in our Do Good mission.

Your Experiences:

• 1 year of experience in Customer Experience, preferably experience on phones/live coverage.
• Our CX channel is growing and evolving, so you’ll be evolving with it too! We value a strong capacity for collaboration, creative-thinking, and adaptability.
• If you’ve got experience working in the outdoor industry, that’s cool too (but not necessary).
• Who can happily work throughout the holiday season (including the Friday after Thanksgiving).

Requirements
18 years or older
Authorized to work in the US without sponsorship
1 year of experience in Customer Service, preferably experience on phones/live coverage
Currently located in California, Colorado, Georgia, Idaho, Kentucky, Minnesota, New Hampshire, New Mexico, Ohio, Oregon, Tennessee, Texas, Utah, Washington or Wyoming
Available to work Monday - Friday from 1:00pm to 5:00pm MST
A quiet and consistent workspace with reliable internet to accommodate phone calls and live chat
Comfortable answering live calls and chats frequently
Equal Opportunity Employer
Cotopaxi provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requisition #clicb4pfei0qk0pn6thocm8q9