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. In addition, although this is a remote role, it is highly preferred that this person lives within a one hour drive of our corporate office in Coraopolis, PA (Pittsburgh).
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 Athlete’s 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.
Our teammates go beyond the expected, providing genuine, helpful and friendly service to help athletes perform at their best and enjoy their sport.
COMMITTED TO INCLUSION & DIVERSITY.
We actively seek to create an inclusive and diverse workforce, reflecting the communities we serve. Doing so strengthens our ability to serve all our athletes and drive innovation and growth.
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
High School Diploma or Equivalent.
1 – 3 years of Experience in customer service, help desk, or related experience (retail oriented) is preferred.