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Guest Services Supervisor (Bilingual) – Temporary

arcteryx.com · 18 days ago
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Department: Commercial - Guest Services 
Reports to:  Manager, Guest Services 
Location: North Vancouver, B.C. 

Your Opportunity at ARC’TERYX:

As Guest Services Supervisor, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service.
 
In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.
 
Please note this is a temporary position from September 3, 2024 until March 28, 2025.
The ideal candidate is bilingual in both English and French.
 
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 the Guest Services Supervisor now, here are some of the core activities you would be doing:

  • Leading and coaching a team of Representatives and Senior Representatives towards high performance through individual strengths lens and helping them set annual objectives
  • Connecting with each team member weekly in individual check ins 
  • Supervising and coordinating the day-to-day operations of a team of 8-15 Guest Services Representatives, ensuring all team members are set up for success to hit our service level goals
  • Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams
  • Assisting with questions from representatives and supporting in the resolution of escalated issues if needed
  • Troubleshooting system errors that may arise in conjunction with our technology teams
  • Improving your team’s performance with quality assurance coaching opportunities twice per month for each person on your team, or on a cadence that aligns with their individual needs
  • Generating reports and auditing service levels,
  • Writing and conducting formal annual performance appraisals for your team
  • Participating in various personnel actions, including performance improvement plans, promotions, discipline, and termination.
  • Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts

Here are some of the things you could be working on in the future:

  • Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
  • Providing valuable insights on various projects through meetings, user acceptance testing and change management.
  • Contributing to the development of new measurements to improve service levels and document standard operating procedures
  • Supporting the growth the team with interviewing, hiring and onboarding new representatives

Are you our next Guest Services Supervisor - Temporary?

  • You have a post-secondary education and/or 3+ years’ experience in a Guest Services-related role
  • You are fluent in both English and French
  • You have 2+ years leadership experience or an equivalent level of education in leadership or coaching
  • You excel in giving and receiving constructive feedback to all levels of the organization
  • You set the standard of performance through your personal example
  • You remain highly flexible and adaptable
  • You set a clear vision, align your team around common objectives, and foster commitment to these objectives
  • You are proactive in identifying the root cause of issues and developing solutions
  • You inspire breakthrough thinking and continuous improvement
  • You are experienced in and able to navigate difficult conversations
  • You are comfortable having coaching and feedback conversations
  • You have highly effective verbal and written communication skills
  • You have strong interpersonal communication skills
  • You are an effective problem-solver
  • You have excellent attention to detail
  • You effectively balance autonomy and collaboration
  • You are able to read, write, fluently speak and understand the English language
  • You are proficient in the use of Microsoft Office, particularly Microsoft Excel
  • You have an knowledge of Arc’teryx products and/or other outdoor related products
  • Your passion for your work is paralleled by your passion for getting outside and living it
Equal Opportunity
 
Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core values, while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.  ​
 
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

Design your Purpose. Live our Values.
DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.
COMMIT. Set and deliver on bold objectives as we collectively raise the bar.
LIVE IT. Deepen your connection to nature and live your most purposeful life.
LEAVE IT BETTER. Create a better world, together.

Last updated on Jul 2, 2024

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