Job description
General Summary:
The Customer Service Specialist will contributes to the brands success by delivering an exceptional overall fan experience. At the end of the day, this individual is successful when our fans are able to make an informed purchase, are well taken care of, and have had a fantastic experience.
Key Responsibilities:
• Go above and beyond to provide extraordinary customer service, ensuring a pleasant shopping experience while being empathetic in all Fan interactions
• Respond efficiently, accurately and politely to customer calls, live chat, and email correspondence, in a fast paced, high energy environment
• Provide a professional and friendly experience for all customers, regardless of the circumstance
• Assist consumers in processing internet orders, returns, exchanges and warranties
• Provide needed technical, and/or product, information to assist consumers in making informed purchases, minimizing doubt and return risk
• Think creatively to improve our fan experiences as well as our internal process
• Be a brand champion
Qualifications:
- Must have at least 1 year experience in a similar role or with like skills
• Exceptional and positive verbal and written communication skills
• Internet call center service experience a plus
• Proven ability to sell great product via the phone
• Excellent multi-tasking
• Retail experience, footwear/outdoor industry sales preferred
• A team player who is able to maintain positive working relationships
• Excellent problem solving skills
• Self-motivated and has a high sense of urgency
• Ability to provide critical information to help enable a successful purchase
• Ability to read a consumer through a telephone line or via email and answer accordingly
• Detail oriented
• Able to have fun while working hard
• Have a positive attitude
• Loves to work with people
