Outfitter Specialist – Remote

We are seeking an OUTFITTER SPECIALIST to join the Orvis Team!

 

The Outfitter Specialist handles incoming calls, chats, and emails from customers who wish to place catalog orders or make inquiries on existing orders, products, web content, repairs or services, and provide personal and friendly customer service that exceeds our customers' expectations.  They will handle a wide variety of customers including, but not limited to: website, dealer, retail, ELOG, Friends in the Field and Pro Guide.  They will initiate and negotiate credits and replacements while making pertinent decisions to solve customer requests including answering questions concerning Orvis outdoor products and schools and their applications.

 

For more than 170 years the Orvis name has stood for outdoor traditions, quality, and customer satisfaction. At Orvis, we do not sell what we, ourselves, would not be proud to own or give as a gift. Our associates deserve to be proud of our service and our products, and we rely on every associate to apply our “pride of ownership” credo to drive our quality. “Good enough” is not our standard. We need to strive for perfection in our products and customer service, to propel our growth and the pride that will fuel our team.

 

Position Interfaces:

This position reports to the Digital Customer Service Supervisor and will have interactions with Customer Care agents, product development, Dealer support specialists and other Customer Care Supervisors. This position has no direct reports and is classified as non-exempt (hourly).  

 

Responsibilities:

How we will measure your success: 

• Maintain average quality monitoring score of >85% (phone/chat/email) 

• Contributes to preserving Outfitter Departmental KPM's, including: 

• Emails answered within service levels 

• Chats answered and handled within service levels 

• Inbound calls answered and handled within service levels 

 

What you will be working on: 

• Speaks clearly, listens effectively to communicate with customers in a positive manner. 

• Serves as a liaison between customers and the company by making decisions within set limits that will retain the customer's goodwill towards Orvis while maintaining exceptional response times to customer circumstances as well as prompt follow-up of any commitment(s) made to the customer. 

• Engages customers while effectively and accurately processing their orders and requests. 

• Assists ELOG members, Pro Guide members, and Friends in the Field (OFF) with orders and inquiries. 

• Assists customers with basic school reservations questions and outfitting needs. 

• Assists customers with repair issues, including Interchangeable Part Program (IPP) submissions. 

• Supports team effort to resolve inquiries, suspended orders, etc. 

• Handles overflow Orvis Adventure calls off hours and relay pertinent information to Adventure Team. 

• Assist Adventure customers by referring to Adventures team for bookable partners, or by choosing best non-bookable ELOG partners according to customers’ needs. 

• Handles overflow contacts (calls, chat, email, RGM’s) to support the Contact Center as necessary in Sales, Dealer, Digital, and Support departments.   

• Provides passionate outdoor product technical support to customers and interdepartmental associates. 

• Maintains current knowledge of Orvis outdoor products (history, specifications, and applications), shipping options, and service procedures. 

• Maintains working knowledge of other Customer Care areas: Sales, Service, Digital, Dealer, and other areas including Fulfillment and Adjustment Control Processes. 

• Actively gives back by participating in “on-stream” training sessions and humanitarian efforts 

• Increases breadth and depth of fly-fishing knowledge & experience via ongoing study and time on the water. 

• Maintains acceptable attendance in accordance with company guidelines. 
• Sit for prolonged periods of time 
• Manual dexterity required for computer data entry. 
• Completes other duties as assigned. 

 

Competencies and Requirements:  

• Excellent interpersonal, verbal, and written communication skills using proper grammar and accurate spelling.  

• Multi-task and detail oriented, good math skills including calculation of percentages and averages. 

• Possess intermediate terminal and computer knowledge 

• Ability to engage customer and leverage fly fishing knowledge to make successful add-on sales.
• Reputable ability to work independently and make decisions using creative problem solving and follow-through skills for ultimate resolution in a positive and friendly manner. 

• Demonstrated ability to provide excellent Customer Service and working knowledge of Orvis products specializing in Orvis fishing equipment (rods, reels, lines, waders) and luggage, past and present 

• Outdoor/fly fishing industry and technical fishing knowledge strongly preferred. 

• Working knowledge of Orvis Contact Center operations preferred. 

• Ability and initiative to identify & address gaps in basic fly fishing & wing-shooting knowledge & experience. 

• Long term and ongoing training inherent in this position. 

 

Orvis Company associates take pride in our world-class service and products, treating customers, vendor partners, and each other with integrity and mutual respect. We work in a supportive, team-oriented environment, focusing on performance, continuous improvement, and exceeding our customers’ expectations – both internal and external. The Orvis Company and our associates are committed to giving back to our communities and protecting nature.

 

About Orvis:

 

In 1856, Charles Orvis founded the Orvis Company in Manchester, Vermont, offering the finest fly fishing equipment, and priding himself on customer satisfaction and service. Today, along with our world famous fly-fishing gear, Orvis offers distinctive clothing, home furnishings, gifts, and dog products. Each item is rooted in our heritage of authenticity and the outdoors, and is backed with a no-questions-asked guarantee. As the longest-running mail order business in the United States, and with our flagship retail store located in the same Vermont village as the original store since 1856, we offer experience and knowledge that no other retail company can. Each day we strive to apply what we know and learn to bring our customers even better service and products tomorrow.

 

Orvis is headquartered in beautiful Southwestern Vermont with major operations in Roanoke, Virginia and the U.K. We firmly believe that the only way for Orvis to achieve its vision to be the most respected lifestyle brand in America, is to have a company culture that is supportive and inspiring to the individuals that will get us there.

 

Orvis offers competitive compensation commensurate with scope of responsibilities and experience required; plus a comprehensive benefits package including medical/dental/vision coverage, life insurance, 401K, generous associate discounts, and other excellent benefits.

 

To access our California Applicant Privacy Notice, follow this link: https://www.orvis.com/california-applicant-notice.html