About the role
evo Purpose: To make life better by building community and igniting the adventurous spirit that lives within us all. evo is leading multi-channel retail brand that stands at the intersection of community, commerce, action sports and the outdoor lifestyle. This is personified by a distinctly curated product assortment and a creative approach to crafting highly differentiated customer experiences. We define success differently than most. Balancing our goals of (1) building an iconic brand and business (2) creating an extraordinary place and path for our employees and (3) leveraging our success to give back, helping to empower underprivileged children is paramount to evos success. We have a passion for community, sports and lifestyle, and a collective hunger when it comes to building a great company together.
The Job
The Customer Care Representative ensures that our customers receive exceptional support and assistance across various contact channels, including phones, chat, and email. This role's responsibility encompass a wide range of tasks, from providing product knowledge and order assistance to addressing customer feedback. The Customer Care Representative works collaboratively with different teams to resolve challenges and maintain a high level of customer satisfaction.
Pay:
The pay range for this role varies by location to reflect differences in labor markets across the U.S. The ranges for this position are:
- Colorado: $19.50- $21.25/hour
- Oregon: $19.50 – $21.25/hour
- Utah: $17.55 – $19.50/hour
- Washington: $19.50 – $23.00/hour
Final compensation will be determined based on the candidate's location, experience, skills, and internal pay alignment.
Other Details:
- Duration: October 2026 to January 2027 (with possible opportunity to extend beyond)
- Remote position available to individuals in WA, OR, UT, CO
- The schedule is published 2 weeks in advance
The Perks
- Employee discount and access to pro deals on most the products we sell
- Access to Free Rentals and Discounted Shop Service & Labor, amongst other evoExtras
- Team Events and Recognition-based rewards
- 40 Hours of Paid Volunteer Time Off
- Paid Sick Leave
- Charitable giving match
- Employee Assistance Program
- Access to Employee Resource Groups
- Retail quarterly bonus program
The Opportunity
- Assist customers with orders, refunds, and product-related inquiries through phone calls, chat, and emails. Provide timely and effective solutions to ensure a positive customer experience.
- Maintain an extensive knowledge of all products offered by the company, regularly updating your understanding through training and educational resources.
- Facilitating returns or replacements, and coordinating with the warehouse for shipping and inventory management.
- Respond to customer emails from the feedback page, address customer service-related issues in Power Reviews, and moderate social media channels. Publish or unpublish reviews and filter inappropriate content.
- Collaborate with cross-functional teams to resolve customer issues, share product knowledge, and ensure a cohesive and efficient customer care approach.
- Assist customers in finding joy in outdoor activities by providing them with the knowledge they need to make informed decisions and resolve difficulties related to the website, returns, exchanges, lost shipments, and more.
- Responsibilities may change frequently based on evolving needs, such as membership additions or seasonal shifts in workload.
- Other duties as assigned.
The Must Haves
- Must be available evenings, weekends, and some holidays
- Enjoy talking to people on the phone and working in front of a computer
- Passion for the outdoor industry, associated activities, and the gear we sell (Advanced bike knowledge a huge plus)
- Strong Verbal and Written communication skills
- Excellent problem-solving skills and keen attention to detail
- Demonstrate effective Sales and Soft Skills techniques
- Ability to effectively multitask in a high-energy, fast-paced, omni-channel retail environment
- Experience with Microsoft Office applications: Outlook, Teams, Word, and Excel
- Consistent High-speed internet connection
- Embodies, honors, and lives our core values :The Great 8
The Nice to Haves:
- High School diploma
- Fluency in a foreign language
- Outdoor industry or retail experience
- Experience with Shopify and/or Gladly