Senior Customer Care Specialist

Location: Portland, Oregon, United States of America; full-time role with shifts that may include 5:00 AM–8:00 PM coverage, weekends, and holidays.

Company

The eCommerce team operates the US and Canada Columbia.com sites and the Customer Care Center, focusing on continuous improvement of the customer experience.

What you will do

• Handle service, sales, and warranty contacts through phone, chat, and email.
• Navigate multiple platforms and brands to support consumers and protect customer satisfaction and net revenue.
• Resolve first- and second-level escalations with limited need for escalation support.
• Support team members by answering questions and sharing knowledge.
• Provide leadership and training teams with feedback on customer- and employee-facing issues.
• Suggest improvements and contribute to department projects and initiatives.

Requirements

• High school education or equivalent and 5 years of related experience.
• Strong English verbal and written communication skills are required.
• Knowledge of telephone and chat customer service techniques.
• Experience with Excel, Microsoft Office, customer service platforms, retail, and customer service.
• Keyboard and word-processing proficiency, troubleshooting ability, logical decision-making, and strong organization skills.
• Ability to work shifts covering nights, weekends, and holidays as operational needs require.

Culture & Benefits

• Regular full-time employees receive medical, dental, vision, life insurance, disability, flexible spending, and health savings account benefits.
• 401(k) plan with a company match and additional voluntary benefits.
• Employee assistance, wellness benefits, employee discounts, and a generous time-off program.
• Work in a fast-paced environment with open communication across management, staff, and departments.