Customer Service Specialist

Customer Service Specialist

Varsity Spirit, a Varsity Brands company - the driving force in spirit across cheer, dance, band and yearbook.

For over 50 years, Varsity Spirit has been the leading global source for all things spirit, including cheerleading, dance team, performing arts and yearbook. Focused on safety, entertainment and traditional school leadership, Varsity Spirit's 5,000+ employees are dedicated to celebrating school spirit. A leader in apparel innovation, educational camps, clinics, competitions, and yearbook, Varsity Spirit impacts more than a million athletes each year.

Location:

Memphis, Tennessee

Work Hours:

8am-5pm

Travel:
Some event travel may be required.

How You Will Make an Impact

Varsity Spirit is looking for a Customer Service Specialist to join our team in Memphis, TN. The best customer service specialists are multi-functional. They are outgoing and organized individuals that will professionally communicate with and provide excellent service to our customers as well as all areas of the company including sales and operations.

This candidate will conduct themselves professionally with confidence and enthusiasm. They will be organized and will follow through with scheduled tasks to ensure service excellence to our customers.

What You Will Do

Customer Service (Inbound Calls & Chats)

• Professionally respond to customers via multiple channels, including but not limited to phone, email, and chat.
• Ensure that all customer interactions (calls and chats) are properly documented by creating cases in real time, enabling accurate reporting, performance tracking, and data integrity.
• Ensure all after-hours chat cases are responded to within 24–48 hours.
• Monitor the registration inbox daily, responding to or forwarding all emails to the appropriate parties in a timely manner.
• Process payments and refunds for customers telephonically by collecting payment information and submitting credit card transactions.
• Initiate refund requests and coordinate processing to the original form of payment through the Finance team.

Sales Support (as needed)

• Communicate with and provide support to internal stakeholders, including Registration personnel, Operations teams, Sales team members, and others.
• Confirm participation numbers and proactively contact customers to collect payments as event dates approach.
• Maintain high-volume communication with Regional Sales Managers and State Directors.
• Utilize region-specific reports to contact customers regarding payment collections, rooming lists, and pending cancellations due to non-payment.
• Perform additional tasks as needed to support internal departments and both internal and external customers.

How You Succeed

• First, learn the ins and outs of our organization.
• Learn how to navigate Salesforce and update customer accounts.
• Effectively communicate with the operations and sales teams daily various details pertaining to customer needs.
• Be detail oriented in all that you do and able to meet daily deadlines.
• Be able to guide customers through registration and payment processes in a fast-paced environment.
• Demonstrate exceptional customer service through customer inquiries in a timely manner.
• Maintain security and confidentiality of customer information.
• Be ready to step in and assist other departments when needed, teamwork!

Qualifications

Knowledge/ Skills/Abilities :

• Excellent verbal and written communication skills.
• Ability to multi-task.
• Strong organizational skills and attention to detail.
• Enthusiasm and positive energy are absolute musts. You can stay positive after a long day of emails, data entry, and phone calls, understanding that a team culture is built on the attitude of every member.
• Experience with Salesforce or the ability to become proficient rapidly.
• Experience in Excel and Microsoft Word
• Willing to work overtime or on weekends when necessary.

Education/ Experience :

• High School Diploma Required
• College degree is a plus
• Knowledge of cheerleading and/or dance is a plus.

Physical Demands and/or Work Environment

• While not participating in an event, this job operates in a professional office environment. Largely a sedentary role with some filing requiring the ability to lift files, open…