This is a work from home position with the West Marine Contact Center answering incoming phone calls from West Marine customers. Calls will be about a variety of topics, including questions about products we carry, our loyalty program, placing orders, order status updates, returns, and other customer service questions. These contacts will be handled in accordance with our company culture philosophy:
“We are committed to providing an outstanding customer experience, so that every customer regards us as an exceptional company and rewards us with their business.”
Using this philosophy, an associate will determine the goal of the customer’s phone call and will provide solutions to any issue or concerns. Candidates will be assigned to work specific schedules within their provided availability. Schedules are released 2–3 weeks in advance and will vary each week with business needs. Computer hardware (computer, keyboard, mouse) for the position is provided by West Marine. Training is paid and completed remotely.
Duties and Responsibilities:
1. Answer calls from both internal and external West Marine customers.
2. Maintain efficient contact handling.
3. Report to the assigned Contact Center Lead.
4. Provide exceptionally clear, understandable responses to customers.
5. Must be flexible and may be asked to work outside of stated availability.
6. Must adhere to published schedule.
Job Requirements:
1. A high level of comfort in a Windows environment.
2. Excellent written and verbal communication skills.
3. A suitable environment to work unsupervised from a home office.
4. A broadband Internet connection with available Ethernet connection for your work computer (Wi-Fi is not permitted).
5. A phone line provided by a major carrier.
6. A second monitor.
7. General Boating knowledge.
8. Successful completion of a computer skills and customer service aptitude test.
Apply here!