Customer Service Representative (REMOTE)

Full Job Description

The Customer Service Representative role is an essential, front line role that connects our brand to our Athletes (customers). The Customer Service Teammate assists the Athlete with many aspects of their experiences with our brand and ensures the Athletes are getting the correct high-level support that they need during their purchase journey. Multiple shift days/times are available. Shifts will include one weekend day.

Job Duties & Responsibilities

• Assisting Athletes with situations related to product inquiries, gift card and ScoreCard issues, placing orders, existing order status, and returns and/or replacements.
• Deliver first call resolution with white glove service by owning Athlete issues to the point of resolution, demonstrating empathy and keeping Athletes updated throughout the process. Responsible for handling escalated call transfers at a Tier II level support.
• Research, troubleshoot, and resolve Athlete issues, and escalate issues that require deeper assessment or resolution. Quickly identify and understand the Athletes needs and act with their ultimate satisfaction in mind.
• Work with individual stores and internal business partners to provide support and reach resolution related to Athlete issues.
• Execute various back-office functions associated with customer inbound inquires, including accurate logging and tracking of all incident information.

Knowledge, Skills & Abilities

• Able to type 25+ words per minute.
• Able to work weekend days and holidays.
• Customer-service oriented.
• Excellent written & Verbal Communication Skills.
• Execution skills.
• Strong interpersonal & client consultation skills.
• Ability to work effectively in a team environment.
• Self-motivated & results oriented.
• Strong detail orientation.
• Problem solving & troubleshooting capabilities.

Qualifications

• High School Diploma or Equivalent.
• 1 - 3 years of Experience in customer service, help desk, or related experience (retail oriented) is preferred.