Website Customer Service Rep

Location:4370 Malsbary Rd, Cincinnati, OH 45242

Position Type: Full-time, In-Office

Soccer Village is seeking an experienced Customer Service Representative to help protect our business while ensuring that customers receive their orders quickly and easily. In this role, you will collaborate closely with our e-commerce team, processing center, and retail stores, acting as the vital link that ensures orders flow smoothly from checkout to delivery.

This isn't your typical customer service role. You will be on the front lines of both customer experience and fraud prevention. You will make key decisions to ensure orders are processed efficiently, while also keeping our business secure.

You’ll play a key role in ensuring orders are legitimate and processed accurately:

• Review flagged online orders for potential fraud using internal tools and risk indicators
• Verify billing, shipping, and payment details to prevent chargebacks
• Reach out to customers (phone & email) to confirm order details when needed
• Decide whether to release, hold, or cancel orders based on risk analysis
• Document all verification steps clearly in internal systems
• Monitor chargebacks and help gather documentation for disputes
• Identify suspicious trends and proactively share insights with management

You’ll also help deliver a smooth and positive customer experience:

• Respond to inquiries about orders, shipping, returns, and products
• Process refunds, exchanges, and cancellations accurately
• Assist customers with payment issues or checkout problems
• Collaborate with warehouse and retail teams to coordinate fulfillment and pickups
• Communicate professionally and confidently, even in challenging situations

• High school diploma or GED required
• Customer service experience preferred
• Comfortable using e-commerce systems and payment platforms
• Strong attention to detail, you notice what others overlook
• Confident decision-making and good judgment
• Clear, professional communication (written and verbal)
• Ability to handle sensitive customer information responsibly

• Experience in fraud review, banking, or e-commerce
• Familiarity with chargebacks or payment verification

• Make a real impact by protecting the business and helping customers
• Develop valuable skills in fraud detection and e-commerce operations
• Work cross-functionally with multiple teams
• Be part of a fast-paced, collaborative environment where your decisions matter

Soccer Village celebrates diversity and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We encourage individuals from all backgrounds to apply.