Company Description

To tell the story of North 40 Outfitters is to tell a success story of the people of the Northwest. We do what we love, and love what we do because we’re passionate. We’re dedicated. We give it all we’ve got and then we get up in the morning and do it all over again. We’re farmers and ranchers. We’re barrel racers and river chasers. We’re honest. We’re helpful. And our families, our friends, and our communities are everything. This is us. This is who we are. It’s what we do every day.

Our Values:

• Embrace Authenticity
• Encourage Transparency
• Promote Learning
• Build Trust
• Earn Respect
• Deliver Value
• Serve Our Customers

Job Description

North 40 Outfitters in Great Falls, MT is looking to hire a Full-Time Customer Support Lead to join our team. We believe that each team member plays a vital role in the success of our company. We are looking for authentic and enthusiastic people who love our lifestyle and believe in service before self. As a Customer Support Lead at North 40, your main priority is to provide quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

This full-time position requires the ability to work all scheduled shifts between the business hours of Mon-Fri 8 am to 6 pm, and rotating weekends 8 am to 5 pm. This shift can include working weekends and certain holidays and will require flexibility in scheduling based on business needs.

Qualifications

• Willingness to share credit, work with others in a team environment, and define success collectively rather than individually
• Ability to take initiative, embrace change, and learn new things
• Drive to be dependable, and to perform well against the expectations of the role
• Ability to work independently or in a group setting
• Committed to supplying our North 40 guests with phenomenal customer service
• Good communication skills and the ability to effectively engage with individuals on a regular basis
• Must be able to multitask and prioritize
• Ability to work in a fast paced environment while remaining detailed and focused
• Previous customer service experience preferred
• Experience using a multi-line phone system and the ability to handle a high volume of calls
• Ability to problem solve and maintain proper phone etiquette
• Proficient in typing and computer skills across a variety of platforms such as all Microsoft programs and inventory control systems
• Retail experience preferred
• Comfortable sitting for long periods of time
• Ability to educate and assist customers on the brands that North 40 sells
• Understanding of correct lifting and loading techniques. Physical ability to lift and carry 0-10 lbs. continuously, 10-25 lbs. frequently, and 25-55 lbs. occasionally, and team lift anything over 55 lbs. Spending 100% of work time on your feet, including use of ladders, rolling staircases and pallet jacks.

RESPONSIBILITES:

• Assists the manager with daily operation of the support center to include the development, analysis and implementation of staffing, training, sales, scheduling and recognition programs
• Provides daily direction and communication to customer support team ensuring inquires via all channels are answered in a timely, efficient, friendly and knowledgeable manner.
• Works as a member/leader of special or ongoing E-commerce and IT projects that are important to areas of improvement and/or resolution
• Establishes daily work flow and processes that support the company and departmental standards, procedures and strategic directives
• Reviews, resolves and reports escalated customer concerns
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Addresses disciplinary and/or performance problems according to company policy
• Prepare a bi-weekly customer service report
• Contribute to team effort by communicating consistently and thoroughly, presenting applicable reports and relevant data, and accomplishing other assignments as directed

Additional Information

BENEFITS & COMPENSATION

We offer a competitive wage, a rewarding work environment, and generous benefits and perks such as paid holidays, a 401(k) option, Health Savings Accounts (HSAs), medical, dental, vision, and life insurance, and a phenomenal employee discount on all products North 40 sells. 

North 40 Outfitters is proud to be an Equal Opportunity Employer.