Job Description

MAJOR RESPONSIBILITIES

As part of our Customer Experience team, the Sr. Customer Service Representative will take the lead on escalated customer inquiries and high-touch point inquiries. You’ll work closely with our carrier partners to investigate delivery issues, manage claims from start to finish, and make sure every resolution feels thoughtful, timely, and aligned with our brand standards.

This role requires someone who’s both detail-oriented and calm under pressure - someone who can untangle complex situations with empathy, clear communication, and a solutions-first mindset. You’ll be the point of contact for escalations that need extra care and attention, ensuring that every customer feels heard and supported.

Beyond resolving issues, you’ll help us spot patterns and opportunities to improve how we work by sharing feedback with the CX Manager to strengthen our processes and overall customer experience.

Success in this role means maintaining the balance between efficiency and warmth while protecting the integrity of our operations and upholding the kind of service that makes people love shopping with Business & Pleasure.

ESSENTIAL DUTIES AND RESPONSIBILITIES­­­

• Identify and assess customers’ needs to achieve satisfaction
• Communicate with customers through various channels such as phone, email and chat
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow department SOPs, guidelines, and policies
• Maintain a positive, empathetic, and professional attitude towards customers always
• Take ownership of delivery-related escalations, managing claims end-to-end and coordinating resolutions with carrier partners 
• Assist with SOP creation, handbook and product guide maintenance. 

QUALIFICATION REQUIREMENTS

• Min. High School Diploma (College degree is an asset)
• Min. 1-3 years call center, e-Commerce customer service or relative experience preferred
• Demonstrate proficiency with PC-based software applications such as word processing, spreadsheet, data base management, graphics, and other related applications; ability to operate on-line system to conduct inquires, prepare information, and execute tasks successfully 
• Strong telephone, verbal, and written communication skills
• Demonstrate strong interpersonal skills. Ability to establish and maintain effective working relationships with co-workers, team members, customers, and others encountered during the business day
• Full understanding of customer service philosophy and company procedures
• Current knowledge of Shopify Plus, Gorgias, Google Sheets, and Shipstation preferred
• Team builder and team player
• Customer orientation and ability to adapt/respond to different types of characters
• Strong verbal and communication skills, including having an approachable and friendly manner
• Good time and task management skills, including multi-tasking, prioritizing, and changing tasks easily and effectively

Why Join Business & Pleasure Co.?

∙ Iconic Brand: Join a fast-growing, stylish, and reputable outdoor lifestyle brand.

∙ Career Growth: Be a key leader in shaping and driving improvements across operations

∙ Competitive Compensation: $25 - $28/hr with strong performance-based incentives.

∙ Comprehensive Benefits: Health insurance, retirement plans, and paid time off.

∙ Creative & Collaborative Environment: Work with passionate professionals in a dynamic industry.

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