Fan Services Representative

KEEN | Portland, OR, United States

Posted Date 3/05/2019

Job Title: Fan Services Representative

Date: March 2019

Reports to: Fan Services Manager

Entity: KEEN US

Status: Hourly, full-time

Direct Reports: 0

General Summary:

The eCommerce Fan Services Representative contributes to the brands success by delivering an exceptional overall fan experience. At the end of the day, this individual is successful when our KEEN Fans are able to make an informed purchase, are well taken care of, and have had a fantastic KEEN experience.

Key Responsibilities:

  • Go above and beyond to provide extraordinary customer service, ensuring a pleasant shopping experience while being empathetic in all Fan interactions
  • Respond efficiently, accurately and politely to customer calls, live chat and email correspondence, in a fast paced high energy environment
  • Provide a professional and friendly experience for all customers, regardless of the circumstance
  • Assist consumers in processing internet orders, returns, exchanges and warranties
  • Provide needed technical, and/or product, information to assist consumers in making informed purchases, minimizing doubt and return risk
  • Think creatively to improve our fan experiences as well as our internal process
  • Be a KEEN brand champion


  • Exceptional and positive verbal and written communication skills
  • Internet call center service experience a plus
  • Proven ability to sell great product via the phone
  • Excellent multi-tasking
  • Retail experience, footwear/outdoor industry sales preferred
  • A team player who is able to maintain positive working relationships
  • Excellent problem solving skills
  • Self-motivated and has a high sense of urgency
  • Ability to provide critical information to help enable a successful purchase
  • Ability to read a consumer through a telephone line or via email and answer accordingly
  • Detail oriented
  • Able to have fun while working hard
  • Have a positive attitude
  • Loves to work with people

Physical Requirements:

  • Ability to sit or stand at a desk for extended periods of time

Employee Conduct: It is the responsibility of every employee to contribute to a positive work environment through: mutual trust and respect; personal accountability and integrity; desire for growth and learning opportunities; teamwork; positive, honest and effective communication and professional interactions with co-workers, customers and partners.

Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that’s on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal, and has donated more than $17 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place. Learn more at

KEEN is an equal opportunity employer, who values an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status or disability.

Share this job