The Position:  Seasonal Customer Experience Coordinator

The Seasonal Customer Experience Coordinator (CX) position is responsible for handling customer service communication for warranty customers. The position is responsible for reviewing and processing consumer warranty requests and responding to inquiries via email. 

The Company:

Pushing boundaries to redefine the future of hydration, HydraPak creates innovative gear that is specialized for a variety of different athletic activities.  Easy-to-use and highly functional, every HydraPak product showcases the technical manufacturing expertise that has distinguished the company for two decades. By offering a better way to hydrate, and continually seeking to refine its offerings, HydraPak has pioneered new product categories and become a trusted hydration partner for athletes worldwide.

The company sells to athletes directly and as an original equipment partner of major brands in the active Outdoor Recreation industry that incorporate our hands-free hydration reservoirs and soft flasks into hydration backpacks and running vests. We work with over 70 leading brands in this capacity including Osprey Backpacks, Salomon, Patagonia and The North Face. HydraPak also operates as Bottle Bright®, the natural and effective cleaning tablet. Our branded hydration products are available at specialty sport stores worldwide.  

Our Company Values: ATHLETE

Advocates:  We are a customer-focused company. We think about the challenges our customers face and make them our top priority.

Team Players:  Teamwork makes the dream work. We collaborate and focus on the overall success of our customers and our company. We all unload the container and collaborate without ego.

Honest:  We’re committed to moral principles and having high integrity. Our handshake is our word. We strive to do the right thing, even when no one else is paying attention.

Long-View Thinkers:  We’re focused on where we want to go, and what we have to do today to meet tomorrow’s goal. From our team members to customers, we recognize that long-lasting, authentic relationships are the key to our continued growth and success.

Entrepreneurs & Innovators:  We are the experts in our category and craft. We don’t settle. We create new products and services and improve on what’s already been done.

Tolerant & Respectful:  The Golden Rule drives us. We value the importance of diversity in work, play and life. We bring our whole selves to work. We treat everyone with respect and dignity.

Eco-Conscious:  We believe in protecting, preserving, and providing access to the communities where we work and play. We endeavor to reduce our environmental impact on the earth and its resources.

Duties and Responsibilities

• Interact with web and warranty customers via email. 
• Demonstrate excellent customer service in all customer interactions. 
• Handle and resolve customer complaints in a clear and timely manner that falls within service level agreement of 2 business days. 
• Provide prompt responses and solutions to any problems or concerns via Zendesk. 
• Develop a strong working knowledge base for the entire range of HydraPak and Bottle Bright brand SKUs. 
• Other duties and special projects as assigned.
• Must be available to work in our Longmont office between the hours of 8:00 AM-4:00 PM MST Monday through Friday for 20 hours per week. 

Experience and Qualifications

Education & Experience

• Bachelor’s degree in business in progress or equivalent experience in lieu of degree preferred
• Minimum two years of customer service experience required; outdoor industry experience desired 

Skills & Aptitudes

• Knowledge of Acumatica ERP, Shopify or ZenDesk CRM is a plus.
• Must be comfortable and professional when communicating with consumers via email.
• Exceptional written and verbal communication skills.  
• The ability to multi-task multiple projects and be able to shift gears quickly if need be.  
• Strong computer skills are a must with proficiency in Google Business Suite preferred. 
• A desire to share in the work of the team and to help where required.

Salary & Benefits:

This is a part-time seasonal position and is not eligible for benefits. The pay for this position is $20.00 hourly.