The Customer Care Representative delivers personal and friendly service on incoming calls from new and existing customers. This position entails personally shopping with guests and building sales by styling and ward-robing each customer based on their needs. Customer Care Representatives also assists with account inquiries, initiate credits, submit replacement requests, and use creative thinking to promote first call resolution. Who you will be working with: The position reports to the Sales & Service Supervisor located in Roanoke, Virginia and will have interactions with other Customer Care Supervisors. This position has no direct reports and is classified as non-exempt (hourly). How we will measure your success: Maintain average quality monitoring score of >80% Maintain 90% add-on sales offer rate and monthly Dollars Per Order (DPO) goals Maintain 80% occupancy rate Average talk time <7:00 minutes Average after call work (ACW) <:15 seconds What you will be working on: Aspire to deliver an amazing customer experience with each contact. Speaks clearly and listens effectively in order to communicate with customers in a positive manner while processing their order accurately. Handle all assigned customer contacts, answering any inquiries with passionate and engaging customer service that exceeds our customers’ expectations. Serve as a liaison between customers and the company by making decisions within set limits that will retain a customer’s good will towards Orvis. Utilize knowledge and skills garnered from continuous coaching and training to promote first call resolution. Maintain knowledge and excitement for Orvis Products, and work to increase sales by making additional product recommendations in all appropriate opportunities. Contributes to preserving Sales & Service Departmental KPM's: 70% of calls answered within 20 seconds 2.5% or less abandon rate Complete assigned E-Learning modules Maintain acceptable attendance in accordance with company guidelines Sit for prolonged periods of time and manual dexterity required for entry of data using a computer. Complete other duties as assigned. Skills that are important: Excellent interpersonal, verbal & written communication skills, using proper grammar & accurate spelling. Ability to maintain a professional attitude in challenging situations. Ability to adapt to the changing needs of customers. Results driven and responds positively to feedback. Basic math skills, including calculation of percentages and average. Qualifications we are looking for: Reputable ability to work independently and make decision using creative problem solving and follow-through skills for ultimate resolution. Demonstrated ability to provide excellent Customer Service and working knowledge of Orvis products, processes and procedures. Knowledge of Microsoft Word, Windows and other basic computer programs Working knowledge of Orvis Contact Center operations preferred. About Orvis We are a family-owned, international multichannel retailer, and we are proud of our culture, in which associates deliver world-class customer service, and exceptional products & learning opportunities. We are passionate, curious, and approachable. Our team members enjoy teaching, mentoring, and solving problems. We love to develop and share our equipment, apparel, and expertise to create deeper connections and authentic experiences. We are the most-trusted lifestyle brand rooted in the innovation of fly-fishing and wing shooting. Everything we make, offer, or share flows from generations of curiosity on the water, in the field, and around the fire. The natural world is at the core of our passions and our business. We know the power that outdoor experiences provide and live for the anticipation it brings. And we must preserve these places for future generations. This is why we commit 5% of pre-tax profits to protecting what we love. Please visit www.orvis.com/careers to submit an online application, including resume and cover letter.