Seasonal Backcountry Gearhead

Job Description:

Seasonal Backcountry Gearhead

Remote - USBackcountry- Gearhead Operations (GHO) – Cottonwood Heights /Seasonal Full Time/Part Time /Remote
What is a Gearhead? Click this link to find out!
Backcountry Gearhead: Passionate and driven individuals who have a love of the outdoors and who want to provide an amazing experience for our customers.
JOB OVERVIEW:   Backcountry is seeking enthusiastic people excited about the outdoor industry! Geek out with customers via phone or chat all day/night by sharing your insane, expert gear knowledge. In addition to providing smashing service, you’ll increase Backcountry’s profit margin growth by suggesting the coolest add-on items that complement the customers’ purchase. Gearhead Operations focuses on making sure we have the answer to everything our customers might possibly want to know before they even think of the question. We gain skills in different outdoor sports like climbing, skiing, snowboarding, and more by attending work and vendor-sponsored workshops to continually advance our gear knowledge. We value and reward hard work, gear passion, and a get-it-done attitude. At Gearhead Operations, we are obsessed with creating loyal, repeat customers through our incredible service. This is a great opportunity to work in the outdoor industry!
START DATE: Monday, October 6, 2025 PAY: $17.50 per hour  LOCATION: Work from home, wired internet required; this is not a role you can work from a van or on trips. If you are in the SLC area and prefer to work in an office, you are welcome to work at our Gearhead Operations office in Cottonwood Heights.
SEASONAL POSITION INFORMATION: This is a seasonal position; the length of seasonal employment is dependent on business demand and typically runs 3-6 months; however, a minimum timeframe cannot be guaranteed. Yes! We often convert our high-performing seasonal gearheads to regular status; these decisions are based on business demands and your performance. Seasonal positions are not eligible for benefits; however, you do get to participate in our employee discount perk, and it is a good one!
PERKS: We use the gear we sell! As a Gearhead, you'll receive an employee discount to help fuel your passion for the outdoors, along with other industry perks. This role requires someone who is passionate about customer service and enjoys getting outside and sharing that experience with others! You’ll be expected to provide next-level service and problem-solving to deliver a best-in-class customer experience across multiple contact channels. As a Gearhead, you’ll help take our customers’ outdoor experience from good to great by recommending all of the right products for their pursuits.

We’re looking for team members who can offer some flexibility in their schedules. Here’s what you can expect:

• Shifts are 8.5 hours long and will be scheduled within the times below.
• Weekdays: Most shifts fall between 6:00 AM – 10:00 PM MT.
• Weekends: Shifts fall between 8:00 AM – 8:00 PM MT.
• Because weekends are an important part of our coverage, you’ll be scheduled for at least one weekend shift each week.
• To give us scheduling flexibility, we ask that you provide a 10-hour window of availability. (Don’t worry—you’ll only be scheduled for a single 8.5-hour shift within that window.)

What are the dates and requirements for training?

• Training Dates: October 6-17, 2025
• Training Class Schedule:  Monday - Friday, 9:00am - 5:00pm MST, You cannot miss any training during this time
• Training is, of course, paid, and you will train from home
• We provide all equipment for training and for the job; you cannot use personal equipment
• If hired, once you complete training, your schedule will change weekly; we do not offer set schedules

What you get to do every day:

• Handle customer contacts which involve answering gear questions, placing orders, and providing account help through online chat, phone, email, and SMS   
• Help customers choose the best gear for their needs and enter orders directly into our system   
• Assist customers with navigating our websites, including product filters, policy pages, and other self-service features   
• Recommend add-on items and relevant services to ensure an excellent outdoor experience for our customers   
• Represent Backcountry’s core values through caring intensely about our customers, encouraging outdoor participation, and inspiring others   
• Solve all problems with a customer-first mentality and out-of-the-box thinking when required   
• Answer inbound calls and online chats   
• Make outbound calls  
• Solve problems and answer questions about orders, returns, shipping, and order status  
• Work alongside a motivated and fun team full of outdoor enthusiasts who are passionate about the outdoors    
• Build your product knowledge through training to assist customers with their outdoor gear questions   

What you bring to the role:

• A passion and craving for getting outside and sharing your experiences with our customers    
• Must be able to multitask, prioritize, and think on your feet    
• High School Diploma or equivalent   
• A minimum of six months of customer service/sales experience in any industry is preferred   
• Solid skills with Microsoft Office (Word, Excel, Exchange etc.)   
• Strong Communication skills (Verbal and Written)   
• Strong ability to multitask   
• Proactive mindset and creative problem-solving skills   
• Strong Time Management ability   
• Ability to type 30+ WPM   
• Ability to build and maintain long-term relationships with customers   
• Ability to use active listening to identify customer needs, concerns, and complaints   
• Ability to effectively communicate both verbally and in writing is required   
• Able to work efficiently and effectively within multiple channels of inquiries   
• Basic computer operating skills  

Physical Demands, Visual Acuity & Working Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions  
• Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard  
• Speaking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly  
• Hearing Requirements:  The ability to hear, understand, and distinguish speech and/or other sounds (in-person speech, telephone, other remote speech)  
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers