Guest Services Representative - Seasonal

Department : Commercial - Guest Services Reports to: Guest Services Supervisor Location: North Vancouver, B.C.
Your Opportunity at ARCTERYX: As a Seasonal Guest Services Representative, you will provide an exceptional experience and helpful solutions for guests seeking answers about Arcteryx products and services. Recognizing the diverse needs of our guests, you will take an empathetic approach to offer personalized resolutions through multiple channels of communication. In collaboration with a dynamic, high-performing team committed to both Guest Services and After-Sales support, you will represent the brand and inspire continuous growth of guest loyalty. This is a temporary position until March 31, 2026. This role is based out of our North Vancouver office and may be open to hybrid work depending on business needs and per department policy. Please review the Expectations section at the end of the job description for more information. Meet Your Future Team:
The Arcteryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world. If you were a Seasonal Guest Services Representative now, here are some of the core activities you would be doing:

• Providing customer service support by interacting with guests across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat
• Utilizing a detailed understanding of Arcteryx Guest Services and After-Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively managing your workload with consideration of our departments service level goals
• Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests
• Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions
• Providing high-quality, guest-centric interactions and being open to coaching and feedback to support personal and team growth
• Taking ownership of guest concerns from start to finish, ensuring timely follow-up and resolution
• Other duties as required

Here are some of the things you could be working on in the future:

• Stretching your support in collaboration with leadership by taking on focused tasks
• Contributing to the development of new resources to improve service levels and overall guest experience
• Acquiring knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems
• Actively contributing to a supportive and collaborative team culture, including sharing insights and best practices

Are you our next Seasonal Guest Services Representative?

• You have knowledge of or experience using Arcteryx products or other outdoor brand products
• You have highly effective verbal and written communication skills
• You are able to read, write, fluently speak and understand the English language
• You are proactive and comfortable communicating with customers via phone and email
• You have strong organizational, interpersonal, and problem-solving skills
• You have a strong attention to detail, including accurate data and order entry skills
• You are proficient in Microsoft Office
• You are proactive in identifying the root cause of issues and developing solutions
• You remain highly flexible and adaptable when faced with ambiguity
• You are comfortable with change, and able to switch to other tasks or business areas as needed when business demands shift
• You are able to balance autonomy and collaboration
• You inspire breakthrough thinking and continuous improvement
• You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Your passion for your work is paralleled by your passion for getting outside and living it

Expectations

• In this role, you are expected to work a minimum of three days per week in-office, following a set hybrid schedule as determined by the department. The hybrid schedule will begin following graduation from training, which begins immediately upon hire and is approximately 2 months long. During training, employees will take part in a structured training and onboarding class to learn systems and processes, product knowledge, and guest interactions.
• Blackout dates apply during peak periods, during which time off will not be approved:
• November 17 to December 12; January 2 to January 16; March 23 March 31.
• November 24 to December 5 and March 23 to March 31, all team members are required to be in office full-time.
• Additionally, employees are expected to be available and not take time off during their first month(s) of employment to ensure training requirements are met.

*Dates and hybrid schedule are subject to change based on business need and operational requirements. A reasonable estimate of the pay is CAD$46,000 at the time of this posting.
Please note that the range details above reflect the base pay. Seasonal positions are not eligible for extended health benefits. Equal Opportunity Arcteryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance. Creating an inclusive workplace is connected to our core values, while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate. All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
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