Customer Service Representative

Sports Basement is a community-oriented sporting goods store that has been serving customers since 1998. They are seeking a Customer Service Representative to provide exceptional online customer care and support, ensuring a smooth and positive experience for customers through various communication channels.

Responsibilities:

• Implement company core values, policies, procedures, and safety measures
• Demonstrate the SB value “OK is not OK” in all aspects of your role
• Demonstrate good judgment in all situations
• Hustle throughout your shift in a fast-paced environment
• Remain positive in challenging situations and offer creative solutions to problems
• Understand the types of products, brands, services, and programs Sports Basement (SB) offers
• Ensure a continuous, smooth operation for Sports Basement
• Apply “WOW” customer service in all aspects of customer interactions via email and chat
• Utilize Kustomer, Shopify, SAP, Sales Saver, Logs, and UPS/USPS tracking to execute a variety of problem-solving for customer orders and/or purchases
• Apply best practices to ensure a seamless customer and store staff experience
• Handle tickets including Basementeer, Marketing, Receipt Management, Sales, and Reviews
• Consistently execute the customer service role well by providing outstanding (WOW!) customer service
• Utilize SB tools to create WOW experiences (Sales Saver, JSY, LYP, Kustomer, Shopify)
• Actively use the website as well as all programs available to you
• Effectively communicate all that Sports Basement offers to customers and staff
• Work with the supervising manager to learn and understand department goals
• Maintain open communication with fellow staff and customers
• Work effectively as a team and independently with little supervision from the supervisor to accomplish daily goals
• Other duties may be assigned from time to time

Requirements:

• Computer savvy
• Excellent customer communication skills
• Comfortable working in a fast-paced environment as part of a team and independently
• Strong verbal and written communication with customers and staff, assist customers in an enthusiastic and courteous manner
• Able to multitask
• Able to effectively communicate to store staff via phone or email
• Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas)
• Internal Candidates: Awareness of business tools that are pertinent to your zone/department: including but not limited to Google Docs, Shopify, POS systems, SAP, Winterstieger, Sales Saver, Lightspeed and Fiori (Training is available on these software platforms)
• Previous retail or industry experience (preferred, but not required)