[Hiring] Customer Service Agent @Gear Up Sports

Role Description

The Customer Success Representative is an email support role that is responsible for delivering efficient, empathetic, and professional support through email and other written channels. This role emphasizes clear, concise, and brand-aligned communication to accurately address customer inquiries and resolve issues. The representative plays a key role in upholding the company’s commitment to service excellence and customer satisfaction through clear communication, problem-solving, and personalized support.

• Efficiently respond to customer written communications, addressing inquiries related to order status, product information, returns, exchanges, and other questions with a strong focus on first-touch resolution and customer satisfaction.
• Provide excellent service and instill trust in our customers through professional, empathetic, and consistent messaging in all written communications.
• Research and resolve customer issues using internal tools and resources with accuracy and attention to detail.
• Escalate complex or sensitive issues to senior team members or supervisors as appropriate.
• Accurately document all customer interactions in CRM systems while adhering to company protocols.
• Identify and report recurring issues or trends to help drive team and process improvements.
• Stay current on company products, policies, and procedures to provide accurate information.
• Collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns.
• Provide support to the team by assisting with inbound calls and completing additional opportunities as assigned by leadership, ensuring flexibility and adaptability.
• An ability to identify situations that require verbal communication and transition from written to phone support when necessary.
• Consistently meet or exceed individual performance targets, including information accuracy, professionalism, and customer satisfaction.
• Flexibility to work overtime during peak business periods as required.
• Other tasks and projects, as assigned.

Qualifications

• Minimum of 1 year of experience in customer service
• Athletic apparel industry experience preferred
• Exceptional written and verbal communication skills
• Strong critical thinking and problem-solving abilities with keen attention to detail
• Comfortable multitasking and working across multiple systems and platforms
• High school diploma or equivalent required; additional education or training in customer service is a plus

Requirements

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods of typing and hand/wrist movements to operate a computer mouse
• Viewing computer monitors for extended periods of time
• Talking, listening, reading and typing for extended periods of time
• Ability to concentrate, stay on task, and shift focus quickly between tasks
• Ability to communicate effectively – verbally and in writing
• Ability to solve problems and find solutions to customer inquiries and complaints quickly and effectively
• Ability to empathize with and understand/address customer concerns

Benefits

• Paid Time Off (PTO) – 2 weeks (80 hours) per year for full time, accrued at the rate of .042 hours per one hour worked.
• Paid Holidays – New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas
• Healthcare Benefits – Effective the first of the month following the date of hire:
  • Health/Vision insurance through Regence BlueCross BlueShield
  • Dental insurance through Regence
• Life, Disability & Accident Insurance through MetLife – effective 1st of the month following date of hire:
  • Group Term Life insurance – company paid
  • Long Term Disability insurance – company paid
  • Voluntary additional life insurance for self & dependents
  • Voluntary Accident Insurance
• Flexible Spending Account Plan (FSA) – allowing pre-tax savings for Health and Dependent Care Expenses
• Health Savings Account Plan (HSA) - allowing pre-tax savings for Health expenses if participating in HDHP health insurance plan
• Employee Assistance Plan (EAP) – plan provided through Canopy
• 401(k) Plan – participation after three months of employment with employer-matching contribution