Customer Service Representative – Seasonal

Responsibilities

• Partner with customers over the phone or via chat to address questions and concerns
• Handle Tier 2 escalation calls and chats by resolving questions and taking ownership of concerns
• Build customer relationships through clear and empathetic communication
• Provide gear advice and resolve order, payment, price adjustment, return/exchange, loyalty account, and gift card issues
• Use appropriate processes and online programs to complete customer service work
• Work with stores, shipping companies, and Athlete Engagement teammates by phone, email, and chat to resolve issues, share knowledge, and complete queue work
• Troubleshoot technical issues, report sensitive concerns, investigate potential incidents, and log information accurately
• Travel to the CSC as needed for training, team events, and culture-building initiatives
• Offer recommendations to the supervisor to improve customer experiences

• Seasonal role lasting approximately 12 weeks
• High school diploma or equivalent
• 1-3 years experience in a customer-facing role such as customer service, retail, food service, or hospitality; part-time experience acceptable
• High-speed internet
• Ethernet port
• Microsoft Office and TEAMS
• Ability to navigate 2 computer screens while typing and talking
• Experience with IVR (Five9), CRM or order management lookup tools, tracking information, loyalty platforms, and gift card platforms is a plus
• Love for sports and building strong communities
• Ability to think quickly and remain composed under pressure
• Strong communication and problem-solving skills
• Tech-savvy ability to navigate systems
• Flexibility to adapt to different situations and work as a team player
• Spanish bilingual ability may be used to support Spanish-speaking Athletes
• Cameras must be on during all virtual interviews
• AI tools are not permitted during any part of the interview process
• Offers are contingent upon a satisfactory background check, which may include

Demonstrates strong customer service skills with the ability to resolve issues effectively while building relationships through clear communication. Proficient in navigating multiple systems and tools to enhance customer experiences and troubleshoot technical problems.

• Customer Service Experience
• Problem-Solving Skills
• Microsoft Office
• Bilingual Spanish
• Tech-Savvy

• Customer Service
• Order Management
• Technical Troubleshooting
• IVR Systems
• Loyalty Platforms
• Gift Card Platforms

• Empathetic Communication
• Adaptability
• Team Player
• Composure Under Pressure

• High School Diploma or Equivalent

• Customer-Facing Role
• Retail
• Food Service
• Hospitality
• Sports Community

• Microsoft Teams
• CRM Tools
• High-Speed Internet
• Ethernet Port