***This position will include mandatory shifts on holidays as well as either one Saturday or Sunday shift per week***
The Athlete Engagement Teammate 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.
Work From Home:
This role is a remote work from home position, working from the comfort and convenience of your home office. Candidates need to be located within a two (2) hour driving commute to our corporate office (Coraopolis, PA) and able to commute to the office as needed (approximately 1-2 times per quarter) for team meetings, events and trainings.
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.
Research, troubleshoot, and resolve Athlete issues, and escalate issues that require deeper assessment or resolution. Quickly identify and understand the Athlete’s needs and act with their ultimate satisfaction in mind.
Work with individual stores to provide support and reach resolution related to Athlete issues.
Execute various back-office functions associated with customer inbound inquiries, including accurate logging and tracking of all incident information.
Knowledge, Skills & Abilities:
Able to type 25+ words per minute.
Set work schedules will include holidays.
Some set work schedules will include weekend days.
Our teammates go beyond the expected, providing genuine, helpful and friendly service to help athletes perform at their best and enjoy their sport.
HAVE A PASSION FOR SPORTS.
We believe that sports make people better and we’re determined to be the best sports company in the world. Whether you’re an athlete or sports enthusiast, we bring our passion for the game into everything we do.
GET BETTER EVERY DAY.
The journey is never over. We know that to be the best, we must get a little better each day. We focus on delivering 1% more in everything we do.
What we’re looking for
Education: High School Diploma or Equivalent.
Experience: 1-3 years in customer service, help desk, or related experience (retail oriented).