Outfitter Specialist – Remote

We are seeking an OUTFITTER SPECIALIST to join the Orvis Team! This is a remote position.

 

The Outfitter Specialist handles incoming calls, chats, and emails from customers who wish to place 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, Endorsed Operations (ELOG), Pro Program.  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 165 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:

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

 

Responsibilities:

 

• Maintain quality audit scores within current Meets Standard criteria 

• Contribute 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  

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

• Serve 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. 

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

• Assist Endorsed Operations members and Pro Program members with orders and inquiries. 

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

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

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

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

• Support the broader Customer Service team by picking up overflow calls, chats, and emails as needed. 

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

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

• Maintain working knowledge of other Customer Service areas, including Sales/ Service, Digital, Dealer, and other areas including Fulfillment and Support processes. 

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

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

• Maintain acceptable attendance in accordance with company guidelines. 

• Complete other duties as assigned. 

 

Physical Requirements and Skill Sets We Desire:

• Sit for prolonged periods of time 

• Manual dexterity required for computer data entry. 

• Occasional lifting of up to 30 pounds. 

• 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 computer knowledge. 

• Ability to engage customer and leverage fly fishing knowledge to make successful add-on sales. 

 

Qualifications/ Experience we are looking for: 

• 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 

• Working knowledge of Orvis Customer Service operations preferred. 

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

• Ability and initiative to identify & address gaps in basic fly fishing & wingshooting 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. 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 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

 

To learn more and connect with Orvis, please visit us online www.orvis.com.