Customer Service Rep

At Pro Athlete, the CSR is the face of the organization. Our CSRs provide a "wow" experience for all of our customers and are available to resolve any and all customer inquiries via all channels of interaction. A CSR is a product expert and also has the full ability to make sure all customers are happy at every stage of the shopping experience.

Did we mention that this person is required to get that warm and fuzzy feeling in their stomach when they help one of our customers?

Who we are:

We are Pro Athlete, Inc. We are an eCommerce company that specializes in creating a World Class customer and employee experience and we happen to sell sporting goods and apparel through various online platforms such as Just Bats, Just Gloves, and Just Paddles. We have a Major League caliber culture, we have a passion for what we do, and we love to have fun.

No, really, we LOVE TO HAVE FUN!

Alignment with our Core Values is a must! Please do not apply if you don't believe in our Core Values or don't plan on living them out to their fullest. We receive a lot of applicants, so do your best to separate yourself from the rest. Do something to "wow" us and get us excited about the potential of you joining our team!

How We Play the Game:

• We live out our Core Values
• We have genuine curiosity
• We make every detail matter
• We have each other's backs
• We take the high road
• We are operationally predictable with no surprises
• We stay connected
• We hold each other accountable
• We put our pride aside
• We create a drama-free work zone
• We never get complacent

Essential Roles & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers and resolves all customer inquiries with quick response time.
• Available to communicate effectively with all customers via social media, phone calls, live chats, questions & answers, product reviews, and emails.
• Product expert in baseball and softball bats and gloves and any other inventory that we offer through our eCommerce platforms.
• Review paid-reviewing orders to reduce the number of credit card chargeback claims.
• Initiate UPS claims on lost or damaged packages.
• Walk customers through the returns process to initiate a return for a refund or exchange.
• Place orders over the phone.
• Create letters, quotes, and miscellaneous correspondence as requested or required on a case-by-case basis.
• Communicate effectively with other parts of the business to implement process improvement based on customer feedback.
• Any other duties as reasonably assigned.

Position Key Performance Indicators:

This position is measured using a clear, KPI-driven framework focused on service speed and service quality. Performance is reviewed weekly through a scorecard shared with the department.

Key performance metrics include:

• Offered-By Service Level:
  Measures how consistently interactions are answered within required service-level time frames.
• Conversational Quality Score:
  Auto-graded evaluation of communication fundamentals, including empathy, tone, and clarity when interacting with customers.

• Service Quality Score:
  Auto-graded evaluation of how effectively the CSR goes beyond basic assistance by asking questions about the player, explaining products clearly, and delivering thoughtful, well-supported recommendations.

To hit a grand slam, our CSR will possess these skills too:

• Customer/Client Focus.
• Verbal and Written Communication Proficiency.
• Detailed.
• Problem Solving/Analysis.
• Technical Capacity.
• Resourceful.

Preferred Education, Experience, and Qualifications:

• Successful completion of a bachelor's degree, in the process of working towards a bachelor's degree, or equivalent experience.

All Jobs at Pro Athlete Require:

• Core Value alignment. Our Core Values are the driving force behind how we do business and live our lives.
• Self-driven work ethic. You must be a self-starter who is resourceful, loves taking initiative and seeing things through to completion.
• Genuine curiosity and the desire to learn. We are ever-changing and need employees who are innovative and adaptable.

Position Type and Expected Hours of Work:

This is a full-time position that may work on-site, hybrid, or remotely. This position is expected to work their scheduled shift and must be punctual and work through the end of their shift. The current need will fill approximately 40 hours per week. We are looking for someone who can work flexible weekday shifts varying from 8 AM to 4 PM, 9 AM to 5 PM, or 10 AM to 6 PM, with occassional 1 PM to 9 PM shifts.

This position will also need to work one weekend day. Weekend shifts are 9 AM to 5 PM on Saturdays and 12 PM to 8 PM on Sundays.

Compensation: $15.00 per hour

Other Duties:

Please note this job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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