HELP HUB, Staffer (Customer Service Representative) (Level 1)
Reports to:HH Lead, HH Asst. Manager, HH Manager, and Sr. HH Manager.
Compensation: $17.50-$20 an hour, non-exempt position. Specific starting wages are dependent on location and experience.
Job Type: PT/FT - 20 hours minimum. Friday and weekend availability is needed for this role.
Location: In-store.
Full Description Summary:Behind every digital and phone correspondence is a customer, and just like in person, we need to create the best possible experience. The Help Hub Team is responsible for ensuring that the entire customer interaction is guided and supported from start to finish. Our Help Hub is located at our Berkeley store, but this can also be at any location. A Help Hub Hamster’s main role is online customer care and information retrieval to deliver WOW customer experiences over email and chat. You will also communicate with the stores via email or calls. Depending on the needs of the department, other duties may be assigned from time to time.
What you’ll do
Apply Core Values
- Implement company core values, policies, procedures, and safety measures.
- Demonstrate the SB value “OK is not OK” in all aspects of your role.
- Demonstrate good judgment in all situations.
- Hustle throughout your shift in a fast-paced environment.
- Remain positive in challenging situations and offer creative solutions to problems.
Help Hub Hamster Duties
- Understand the types of products, brands, services, and programs Sports Basement (SB) offers.
- Ensure a continuous, smooth operation for Sports Basement.
- Apply “WOW” customer service in all aspects of customer interactions via email and chat.
- Utilize Kustomer, Shopify, SAP, Sales Saver, Logs, and UPS/USPS tracking to execute a variety of problem-solving for customer orders and/or purchases.
- Apply best practices to ensure a seamless customer and store staff experience.
- Handle tickets including Basementeer, Marketing, Receipt Management, Sales, and Reviews.
Customer Experience & Product Knowledge
- Consistently execute the customer service role well by providing outstanding (WOW!) customer service.
- Utilize SB tools to create WOW experiences (Sales Saver, JSY, LYP, Kustomer, Shopify).
- Actively use the website as well as all programs available to you.
- Effectively communicate all that Sports Basement offers to customers and staff.
Staff Experience
- Work with the supervising manager to learn and understand department goals.
- Maintain open communication with fellow staff and customers.
- Work effectively as a team and independently with little supervision from the supervisor to accomplish daily goals.
- Other duties may be assigned from time to time.
Qualifications
- Previous retail or industry experience (preferred, but not required).
- Computer savvy.
- Excellent customer communication skills.
- Comfortable working in a fast-paced environment as part of a team and independently.
- Strong verbal and written communication with customers and staff, assist customers in an enthusiastic and courteous manner.
- Able to multitask.
- Able to effectively communicate to store staff via phone or email.
- Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas).
- Internal Candidates: Awareness of business tools that are pertinent to your zone/department: including but not limited to Google Docs, Shopify, POS systems, SAP, Winterstieger, Sales Saver, Lightspeed and Fiori (Training is available on these software platforms.).