Bilingual (French/English) Guest Services Representative - Seasonal

Job description

**Department**: NAM - Guest Services **Reports to:** Guest Services Supervisor **Location:** Vancouver, B.C. **Your Opportunity at ARC’TERYX:** As a Bilingual Guest Services Representative - Seasonal, you will provide an exceptional experience and helpful solutions for guests seeking answers about Arc’teryx products and services. Recognizing the diverse needs of our guests, you will take an empathetic approach to offer personalized resolutions through multiple channels of communication. In collaboration with a dynamic, high-performing team committed to both Guest Services and After-Sales support, you will represent the brand and inspire continuous growth of guest loyalty. Please note this is a temporary, fixed term position, for approximately 6 months, beginning August 10, September 8, October 5, or November 2, 2026. This role will be based out of our new Vancouver office, located at 565 Great Northern Way, and may be open to hybrid work depending on business needs and per department policy. *Please review the Expectations section at the end of the job description for more information.* **Meet Your Future Team:** The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world. ### If you were a Bilingual, Guest Services Representative now, here are some of the core activities you would be doing: - Providing bilingual customer service support by interacting with guests in both French and English across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat - Utilizing a detailed understanding of Arc’teryx Guest Services and After-Sales procedures to answer inquiries regarding products, technical features, and repair - Effectively managing your workload with consideration of our department’s service level goals - Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests - Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions - Providing high-quality, guest-centric interactions and being open to coaching and feedback to support personal and team growth - Taking ownership of guest concerns from start to finish, ensuring timely follow-up and resolution - Other duties as required ### Here are some of the things you could be working on in the future: - Stretching your support in collaboration with leadership by taking on focused tasks - Contributing to the development of new resources to improve service levels and overall guest experience - Acquiring knowledge to become a subject matter expert and provide key support for our team with specific products, collections, processes, or systems - Actively contributing to a supportive and collaborative team culture, including sharing insights and best practices ### Are you our next Bilingual, Guest Services Representative? - You are able to read, write, fluently speak and understand both the French and English language, and communicate with guests confidently and clearly in either language - You have knowledge of or experience using Arc’teryx products or other outdoor brand products - You have highly effective verbal and written communication skills - You are able to read, write, fluently speak and understand the English language - You are proactive and comfortable communicating with customers via phone and email - You have strong organizational, interpersonal, and problem-solving skills - You have a strong attention to detail, including accurate data and order entry skills - You are proficient in Microsoft Office - You are proactive in identifying the root cause of issues and developing solutions - You remain highly flexible and adaptable when faced with ambiguity - You are comfortable with change, and able to switch to other tasks or business areas as needed when business demands shift - You are able to balance autonomy and collaboration - You inspire breakthrough thinking and continuous improvement - You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right - Your passion for your work is paralleled by your passion for getting outside and living it ### Expectations - In this role, employees will be required to participate in Training in a structured onboarding class to learn systems and processes, product knowledge, and guest interactions. Training is approximately 3 weeks long, and must be performed on location, based at either our North Vancouver head office (110-2220 Dollarton Hwy), or the Guest Services location (565 Great Northern Way). Upon completion of Training, all employees will work from 565 Great Northern Way. - In this role, you will be eligible for a hybrid work schedule, which will begin following graduation from Training. The hybrid schedule will be three days per week in-office, as determined by the department. - Blackout dates apply during peak periods, during which time off will not be approved: - November 16 to January 16. - November 30 to December 11, and for the last week of the contract, all team members are required to be in office full-time. - Additionally, employees are expected to be available and not take time off during their first month(s) of employment to ensure training requirements are met. *\*Dates and hybrid schedule are subject to change based on business need and operational requirements.* ### Compensation: The salary for this role is $48,000. You will also receive a $2,000 per year premium, added incrementally.