Department: Commercial - Guest Services
Reports to: Guest Services Supervisor
Location: North Vancouver, B.C.
Your Opportunity at ARC’TERYX:
As a Bilingual Seasonal Guest Services Representative, 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: Fluency in French is a requirement for this role. This is a
temporary position until March 31, 2026. This role is based out of our North
Vancouver office 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.
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If you were a Bilingual Seasonal 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 Seasonal Guest Services Representative?
- You are able to read, write, fluently speak and understand both the French
and English 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, you are expected to work a minimum of three days per week
in-office, following a set hybrid schedule as determined by the department.
The hybrid schedule will begin following graduation from training, which
begins immediately upon hire and is approximately 2 months long. During
training, employees will take part in a structured training and onboarding
class to learn systems and processes, product knowledge, and guest
interactions.
- Blackout dates apply during peak periods, during which time off will not be
approved:
- November 17 – December 12; January 2 – January 16; March 23 – March 31.
- November 24 – December 5 & March 23 – March 31, 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.
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$48,000 - $50,000 a year
A reasonable estimate of the pay range is CAD$48,000 - CAD$50,000 at the time of
this posting. Within the range, individual pay is determined by level of French
fluency.
Please note that the range details above reflect the base pay. Seasonal
positions are not eligible for extended health benefits.
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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.
Leave it Better. We believe that the mountains transform us, that how we
adventure matters, and that there’s always a better way. Join us in creating
positive change in ourselves, our communities, and the world.
Live it. Get out there - the mountains make us better
Disruptive evolution. In pursuit of better. Always.
Commit. We set bold objectives and see them through.
