Seasonal Burton Basecamp Guide

Location: Burlington, VT, USA

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Requisition Number: 841

Position Title: Customer Service Rep - CI

External Description:

The Breakdown: 

Burton is looking for individuals who are champions of platinum customer experience to join the eCommerce Customer Service team as Burton Basecamp Guides (a.k.a. customer service representatives). The Burton Guides are a key component in supporting riders and outdoor enthusiasts of all ages, ability levels and backgrounds. Are you organized? Do you enjoy the challenge of a fast pace? Are you technically inclined with a knack for solving problems? Are you passionate about the outdoor community and the gear required to get out there? Then you’ll feel right at home on our team of fun-seekers and shredders!  This is a full-time, seasonal, hourly position. You’ll be working with and developing alongside a tremendously driven group of people.  

Burton’s fun benefits include discounted season pass (your choice), paid company ride days, generous product discounts, free demo equipment, free lessons, special company events, generous pro deals throughout the outdoor sports industry (ride, ski, mountain bike, camp, hike and more). Your beanies, hats, and flannels are welcome (not required) in our casual office environment. We are a team that works hard together while having as much fun as possible.  

New Burton Basecamp Guide team members start at $18/hour.  All our Burton Basecamp Guide team members can earn $300/month in Gear Credit (Burton, Analog, anon product lines) by meeting certain performance standards. And all our seasonal Basecamp Guide team members are also eligible to earn a $750 end-of-season, cash bonus for staying on through the end of the winter season in good standing. Start dates will be available in September, October and even November.  

What You Get to Do:  

  • BE the voice of Burton!!!  
  • Support customers by driving a platinum customer experience via phone, chat and email contacts about product, order, and warranty questions 
  • Advocate for the customer experience by suggesting customer experience improvements 
  • Establish professional one-on-one relationships with rad customers 
  • Guide and educate customers about the Burton, Analog, and anon product lines 
  • Help customers identify the right gear to support their adventures 
  • Stay educated and up to date on product changes and product launches  
  • Meet productivity and quality levels in support of best-in-the-industry customer service experiences 
  • Work alongside the Burton E-Commerce and Flagship Store teams to share knowledge, training, and customer feedback  
  • Connect and collaborate with Internal Teams to share knowledge and customer feedback to enhance communication throughout the company  
  • Develop yourself professionally through individualized coaching and development 
  • Learn about the Burton brand through a cross-departmental mentoring program developed specifically for our seasonal team 

What You'll Bring to the Team:  

  • Ability to work a flexible shift in a fast-paced environment with constantly changing demands (Note: evenings, holidays and weekends required November through March)  
  • Ability to ask questions of and hear answers from customers and teammates alike 
  • Ability to adapt quickly to product and procedure changes 
  • Excellent written and verbal communication skills 
  • Curiosity and the ability to use the knowledge resources we supply  
  • Fun Fact: It’s ok not to know the answer, but super helpful to know how to find the accurate answers.  
  • Snowboard industry experience (preferred); ski or snow sports industry experience (also beneficial)  
  • 1 year of experience in retail, call center, customer service or comparable industry-related service environment (front-facing, hybrid and/or fully remote) 
  • Strong initiative and adaptability to be able to independently juggle many duties and screens at once, while never losing sight of the customer experience 
  • Experience with Order Management programs, Customer Resource Management systems and cloud-based phone systems (Salesforce, Navis, New Store, Inntopia, Five9, Avaya, etc.) 

Our HQ is in Burlington, Vermont – one of the coolest places to live the outdoor lifestyle (oh, and work, too)! Our HQ is unlike any other office experience; including a flagship store, outdoor skate park and indoor skate park all on property – which is steps away from the bike path and Red Rocks Park. We also have smaller Hubs with the same vibes in Montreal and Denver. If living within driving distance to HQ or a Hub is not an option, we are open to candidates working from other US (United States) locations and will supply the computer equipment to do so. In this scenario, our software platforms require a reliable, high speed internet connection for full functionality, and we would expect you to be available on EST, CST or MST. 

 

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Community / Marketing Title: Seasonal Burton Basecamp Guide

Company Profile:

EEO Employer Verbiage:

At Burton, we are a purpose-led brand rooted in snowboarding and the outdoors. We fight for the future of our people, planet, and sport. We aim to maximize our positive social impact and minimize our negative environmental impact while delivering high-quality performance products. 

 

As a global leader in snowboarding, we’re committed to diversity, equity, and inclusion for the long-term health of our company, sport, and community. Through these efforts, we aim to make snowboarding and the outdoors accessible to all.

Location_formattedLocationLong: Burlington, Vermont US

CountryEEOText_Description: The Burton community believes in respect for all people and the planet. We embrace and strive for a community that values differences and stands for equality and the fight to get there. Regardless of how you identify, how the world sees you, or how you play outside, please feel welcome to apply and join our community.

© 2021 Burton Snowboards