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Customer Care Representative

To make life better by building community and igniting the adventurous spirit that lives within us all. Evo is leading multi-channel retail brand that stands at the intersection of community, commerce, action sports and the outdoor lifestyle. This is personified by a distinctly curated product assortment and a creative approach to crafting highly differentiated customer experiences. We define success differently than most. Balancing our goals of (1) building an iconic brand and business (2) creating an extraordinary place and path for our employees and (3) leveraging our success to give back, helping to empower underprivileged children is paramount to evos success. We have a passion for community, sports and lifestyle, and a collective hunger when it comes to building a great company together.

The Customer Care Representative ensures that our customers receive exceptional support and assistance across various contact channels, including phones, chat, and email. This role's responsibility encompasses a wide range of tasks, from providing product knowledge and order assistance to addressing customer feedback. The Customer Care Representative works collaboratively with different teams to resolve challenges and maintain a high level of customer satisfaction.

Pay: The pay range for this role varies by location to reflect differences in labor markets across the U.S. The ranges for this position are:

• Colorado: $19.50- $21.25/hour
• Oregon: $19.50 – $21.25/hour
• Utah: $17.55 – $19.50/hour
• Washington: $19.50 – $23.00/hour

Final compensation will be determined based on the candidate's location, experience, skills, and internal pay alignment.

Other Details:

• Duration: October 2026 to January 2027 (with possible opportunity to extend beyond)
• Remote position available to individuals in WA, OR, UT, CO
• The schedule is published 2 weeks in advance

The Perks:

• Employee discount and access to pro deals on most the products we sell
• Access to Free Rentals and Discounted Shop Service & Labor, amongst other evoExtras
• Team Events and Recognition-based rewards
• 40 Hours of Paid Volunteer Time Off
• Paid Sick Leave
• Charitable giving match
• Employee Assistance Program
• Access to Employee Resource Groups
• Retail quarterly bonus program

Note: Availability of the benefits and perks may be subject to your location, tenure and employment type. The Company reserves the right to alter these benefits and perks in whole or in part at any time.

The Opportunity:

• Assist customers with orders, refunds, and product-related inquiries through phone calls, chat, and emails. Provide timely and effective solutions to ensure a positive customer experience.
• Maintain an extensive knowledge of all products offered by the company, regularly updating your understanding through training and educational resources.
• Facilitating returns or replacements, and coordinating with the warehouse for shipping and inventory management.
• Respond to customer emails from the feedback page, address customer service-related issues in Power Reviews, and moderate social media channels. Publish or unpublish reviews and filter inappropriate content.
• Collaborate with cross-functional teams to resolve customer issues, share product knowledge, and ensure a cohesive and efficient customer care approach.
• Assist customers in finding joy in outdoor activities by providing them with the knowledge they need to make informed decisions and resolve difficulties related to the website, returns, exchanges, lost shipments, and more.
• Responsibilities may change frequently based on evolving needs, such as membership additions or seasonal shifts in workload.
• Other duties as assigned.

Requirements:

The Must Haves:

• Must be available evenings, weekends, and some holidays
• Enjoy talking to people on the phone and working in front of a computer
• Passion for the outdoor industry, associated activities, and the gear we sell (Advanced bike knowledge a huge plus)
• Strong Verbal and Written communication skills
• Excellent problem-solving skills and keen attention to detail
• Demonstrate effective Sales and Soft Skills techniques
• Ability to effectively multitask in a high-energy, fast-paced, omni-channel retail environment
• Experience with Microsoft Office applications: Outlook, Teams, Word, and Excel
• Consistent High-speed internet connection
• Embodies, honors, and lives our core values : The Great 8

The Nice to Haves:

• High School diploma
• Fluency in a foreign language
• Outdoor industry or retail experience
• Experience with Shopify and/or Gladly

At evo, we are working to build and nurture a culture where equity, inclusivity, and compassion are inherent to how we operate and evolve. We recognize and value the uniqueness of each individual's experiences and understand the power in the diversity of ideas and opinions. Guided by our values and mission to promote more inclusive outdoor spaces, we are working to develop a team that is equally representative of the community we hope to build.

While there is more work to be done, we are in the process of evolving our toolset. We are committed to providing the space, support, and resources necessary for each individual to feel heard and valued. If you are interested in contributing your unique voice to our journey, we welcome you to apply!

Evo is an equal opportunity employer. We believe the participation of individuals of diverse ages, races, religions, cultures, abilities and personalities will add to personal development and organizational success. All employees and potential employees will be recruited, selected, trained, and promoted without regard to sex, sexual orientation, race, religion, marital or military status, age, national origin, color, the presence of any mental, physical, or sensory disability, genetic information, gender identity, political ideology, or any other basis prohibited by law.

The base wage for this role ranges from $17.55.hr - $23.00/hr (Depending on location). Where you land in that range depends on your skills and experience, and we also factor in internal pay equity. While the full range is listed for this role, we rarely hire at the top of the range, leaving room for professional and financial growth in role.

At evo, we continually evolve our pay process and total rewards offerings to ensure pay is fair and easy to understand. While every individual's needs are unique, we are proud to offer a benefits package that has been carefully curated to support both your personal life and professional aspirations.

Salary Description $17.55/hr - $23.00/hr