Bilingual Guest Services Representative - Seasonal (Temporary)

Company: Arc'teryx
Department: NAM - Guest Services
Reports to: Guest Services Supervisor
Location: Vancouver, BC (Potential for Hybrid)
Salary: $50,000
Duration: Approximately 6 months (Start dates: Aug 10, Sep 8, Oct 5, Nov 2, 2026)

Your Opportunity at Arc'teryx

Provide exceptional customer service and helpful solutions to guests seeking information about Arc'teryx products and services. As a Bilingual Guest Services Representative, you will use an empathetic approach to offer personalized resolutions across multiple communication channels. You will represent the brand, inspire guest loyalty, and contribute to a high-performing team dedicated to both Guest Services and After-Sales support.

Meet Your Future Team

The Arc'teryx Guest Services and After-Sales team is committed to providing authentic, professional, and knowledgeable service with a human touch. We aim to inspire guest loyalty and support brand growth globally.

Core Activities

• Provide bilingual customer service support in French and English via phone, email, web reviews, and live chat.
• Answer inquiries regarding products, technical features, and repairs using detailed knowledge of Arc'teryx Guest Services and After-Sales procedures.
• Manage workload effectively to meet department service level goals.
• Achieve and exceed performance targets, focusing on quality, efficiency, professionalism, and empathy.
• Process manual orders accurately and assist guests with complex solutions.
• Deliver high-quality, guest-centric interactions and be receptive to coaching and feedback.
• Take ownership of guest concerns from start to finish, ensuring timely follow-up and resolution.
• Perform other duties as required.

Future Opportunities

• Take on focused tasks in collaboration with leadership.
• Contribute to developing new resources to improve service levels and guest experience.
• Become a subject matter expert for specific products, collections, processes, or systems.
• Actively contribute to a supportive and collaborative team culture.

Requirements

• Fluent in both spoken and written French and English, with the ability to communicate confidently.
• Knowledge of or experience with Arc'teryx products or other outdoor brand products.
• Highly effective verbal and written communication skills.
• Proactive and comfortable communicating with customers via phone and email.
• Strong organizational, interpersonal, and problem-solving skills.
• High attention to detail, including accurate data and order entry.
• Proficient in Microsoft Office.
• Proactive in identifying root causes of issues and developing solutions.
• Highly flexible and adaptable to change and ambiguity.
• Comfortable balancing autonomy and collaboration.
• Inspire breakthrough thinking and continuous improvement.
• Seek the best solutions with a commitment to doing what is right.
• Passion for the outdoors and an active lifestyle.

Expectations

• Training: Approximately 3 weeks of on-site training at the North Vancouver head office or Guest Services location, covering systems, processes, product knowledge, and guest interactions. All employees will work from 565 Great Northern Way post-training.
• Hybrid Work: Eligible for a hybrid schedule (3 days in-office) following training, as determined by the department.
• Blackout Dates: Time off will not be approved during peak periods: November 17 - December 12; January 2 - January 16. Full-time in-office presence is required from November 30 - December 11 and the last week of the contract.
• Initial Employment: Employees are expected to be available and not take time off during their first month(s) to meet training requirements.

Dates and hybrid schedule are subject to change.

Compensation

• Salary: $50,000

Total Rewards

Arc'teryx offers a comprehensive benefits package designed to sustain both work and life, including:

• Health & wellbeing: Extended health, dental, vision coverage, mental health support, fertility benefits, gender-affirming care, and a 24/7 Employee Assistance Program (EAP).
• Financial wellbeing: RRSP matching, eligibility for Annual Incentive Plan, and Employee Stock Purchase Program (ESPP) where applicable.
• Time & Flexibility: Paid time off, wellness time, and the No Wasted Day program.
• Family support: Parental leave top-up and nesting period for new parents.
• Growth, community & gear: Professional development opportunities, Arc'teryx Academies, Employee Belonging Councils, and employee discounts/Pro Deals.

Eligibility for certain programs may vary by role.

Equal Opportunity

Arc'teryx is committed to fostering an inclusive culture where voices are heard, people are seen, and values are respected. We believe inclusion drives creativity, innovation, and reflects our communities.

Leave it Better

Join us in creating positive change in ourselves, our communities, and the world through our core values: Live it, Disruptive evolution, and Commit.