Customer Care Sales Channel Agent

About Us:
GoPro helps the world to capture and share itself in immersive and exciting ways. We are a force for positivity, celebrating all things awesome while inspiring people to pursue their passions.
We celebrate diversity. We practice inclusion. We foster belonging. We demand equity. And we share the experiences of individuals and communities who also hold these values as core to who they are. From Bucharest to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.
Founded in 2002 by Nick Woodman, a photo and video enthusiast in search of a better way to film himself and his friends surfing, GoPro has grown into a relentlessly innovative brand loved around the world for its insanely versatile and enabling products.
We are GoPro and we love what we build.
Location: Remote USA. This role can be performed anywhere from the United States.
The Role
This role will report to the Director, Customer Care Sales and will ensure an authentic, best-in-class experience with phone sales coming from the GoPro online channel. Our ideal candidate will be an avid and incredibly knowledgeable user and fan of our products and brand who is enthusiastic about sharing their expertise with others. Perhaps you already do this with your friends and family? Now we want you extend your enthusiasm and expertise to help our customers find the ideal products for their needs! You know how to provide friendly, authentic guidance and can be an expert at selling premium products. You understand the value of identifying customer needs, context, rapport building, and how to translate all of these elements into a right-sized solution that closes sales and drives customer satisfaction.
What You Will Do

• Represent the GoPro brand with integrity, professionalism, and courtesy, handling the customer inquiries with an exciting, friendly, and inviting tone
• Be comfortable sharing the benefits of, and selling, the GoPro subscription and related ecosystem offerings
• Deliver on KPI targets for lead generation, traffic, conversion, and average order value, etc.
• Perform other duties as required/assigned by manager
• Work one on one with customers, asking questions and listening carefully, to learn their needs and wants in to put together appropriate product recommendations that will best meet their needs
• Provide suggestions for ongoing improvement of product, operational, and sales training tools as part of your mission to help our company improve
• Foster and cultivate GoPro values and conventions
• Absorb valuable company information such as product knowledge, consumer trends, and the overall history & goals of the company to be able to authentically represent our brand, growing revenue while contributing to your professional and personal growth

Skills We’re Excited About

• An upbeat attitude that matches and improves the environment for other co-workers
• Experience in mid-sized or specialty retail a plus
• 1+ year work experience selling durable goods in a call center setting, preferably selling electronics at premium price points with an eCommerce brand
• Excellent oral communication skills that promote transparency and trust
• Ability to work 8-hour shifts between the hours of 6AM to 6PM PDT; including weekends
• Experience working remotely
• Experience using online communication tools (i.e., Slack, Skype), CRM applications and other relevant tools
• Multi-tasking ability in fast-paced environment
• Experience with chat sales a plus
• Current GoPro camera owner and avid fan
• Highly dependable and always willing to go beyond expectations and exceed standards
• Experience with Salesforce and NetSuite platforms a plus

Bonus Points For

• Team management/supervisory experience
• Excel knowledge and experience
• Operational reporting experience

Why Work With Us?
Create your own destiny. GoPro enables you and trusts you to get your own job done, because we believe that autonomy in role brings out the best in our employees.
Live your best life. We’ve adopted remote and flexible work arrangements to support work at GoPro alongside our commitment to supporting employee wellbeing, belonging and connection with one another.
Work with leading edge technologies. We encourage employees to cultivate and use the latest and greatest technology, to provide the best solutions to serve our customers. We celebrate creative solutions that bring innovation to GoPro technology.
GoPro Highlights

• Generous time off policy
• Pre-tax and Roth 401(k) options
• Flexible work arrangements
• Discounted employee stock purchase plan (ESPP)
• LiveHealthy monthly wellness reimbursement
• Opportunities to get involved in the causes that you care about (annual camera donation + volunteer events)
• Medical, dental, and vision insurance – premiums are 100% paid for employees, 90% paid for dependents
• Professional + personal development opportunities, i.e. LinkedIn Learning, technology trainings, certifications, Peer-to-Peer learning, conferences and more
• 12 weeks paid parental leave for new parents
• Get your very own GoPro camera + gear
• Life insurance and disability benefits
• Innovative remote-friendly wellness classes and events

We strive for the day that no group can be described as underrepresented at GoPro – whether as part of our brand or in our workforce. We are committed to providing a more inclusive, representative, equal, just, and happy world. GoPro is proud to be an Equal Opportunity Employer.
The pay range for this role is between $20 – $25 per hour. Actual pay within the range is dependent on multiple factors, including your residence location and prior work experience. Equity, benefits, and a discretionary bonus may be additional forms of compensation for this role and are not included in the provided pay range.
#flexible