Seasonal Warranty & Customer Service Representative

Seattle, Washington


What We Need

Our online department is growing fast, and to support that growth we’re looking for warranty and customer service support. This role is focused on making sure our customers have an amazing experience with us across our multiple online platforms. We are the front-facing experience for customers of CAPiTA Snowboards, Union Bindings, Coal Headwear, and C3 Shop. The ideal candidate is passionate about customer service, has an excellent attitude, enjoys problem-solving, and wants to gain experience in the snowboard/outdoor industry.


What We Offer

Because of our deep roots in action sports, we value independent thinking, being solutions-oriented, teamwork, and a healthy work-life balance. We are conveniently located in Ballard, with on-site parking and along major transportation lines.


Daily Work Load

50% Assisting customers on phones, emails/tickets

30% Order processing support (warranty and other)

20% Other duties as assigned including shipping, operations, and web support as needed


Key Responsibilities

  1. Process customer inquiries involving: warranty, returns, product inquiries, order processing, shipping, etc.
  2. Respond in real time to all chats and phone calls.
  3. Respond to all support tickets within 24 hours.
  4. Proactively anticipate customer’s needs and provide solutions.
  5. Know the product line in and out to provide the best in-house industry experience.
  6. Uphold a high level of customer service and commitment to resolving all issues in a timely manner.
  7. Respond to a variety of consumer inquiries and direct consumers to the appropriate resolution channel when needed, including coordinating with brands.


Experience & Skills Required

  1. Excellent written and verbal communication skills.
  2. Proficient in MS Office, Outlook, and Excel and web applications.
  3. Ability to multitask and work in a fast-paced environment.
  4. Ability to maintain effective working relationships with peers, accounts and superiors.
  5. Team player, friendly and positive, able to resolve difficult customer situations.
  6. Comfortable learning new processes & tools.
  7. Detail-oriented, able to work through high volume projects.


Preferred Experience

  1. One year in direct to consumer/e-commerce customer service role, preferably in consumer goods.
  2. Experience in the snowboard industry/retail is a plus, but not necessary.