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Customer Care Representative

Job Brief:

We are looking for a customer service representative to work for the team sales division, Team Gazelle, based in our distribution center, located in Grand Rapids, MI. This person will be dedicated specifically to our online soccer customer base. The ideal candidate will have a customer first mentality and a desire to be an advocate for our consumers while being a champion for our brand. This role requires an individual who is self-managing, proactive, possesses quality communication skills, and has great problem solving abilities.

What does our Customer Service Representative Do?

Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. The right individual will be able to communicate efficiently and effectively. CSRs are able to anticipate follow up questions and provide answers before questions are asked. Customer feedback is priceless, and great CSRs are invaluable for collecting information and properly recording it for use by other departments. Problem solving also comes naturally to customer care specialists. They are confident at troubleshooting, make informed decisions, and investigate using multiple tools if they don’t have enough information to resolve customer concerns. High quality CSRs are able to work and act independently.

The goal is to ensure excellent service standards, respond promptly and efficiently to customer inquiries, and maintain the highest level of customer satisfaction.

Gazelle Sports prides itself on being a fun place to work and we work hard while having fun. We do our best to not micromanage but instead hold each individual accountable to everyone else.

Responsibilities:

  • Manage large amounts of incoming calls, emails, social media inquires
  • Efficiently identify and assess customers’ needs and provide solutions
  • Build sustainable relationships through proactive and accurate communication
  • Handle customer complaints and provide appropriate solutions with efficiency and timeliness
  • Follow communication procedures, guidelines and policies
  • Process customer returns and exchanges
  • Be flexible within our team, the focus of this role will be customer service but there will be times other areas need assistance
  • Be a contributing factor on a small team of dedicated employees driven to provide a level of service beyond our customer's expectations and separating ourselves from the competition

Requirements

  • Proven customer support experience
  • Efficient, effective and positive communication skills
  • Strong phone handleing skills
  • Active listenting abilities
  • Provide feedback and suggestions to improve service levels, internal processes and customer support methodology.
  • Ability to multi-task, prioritize and manage time effectively
  • High school degree required. Secondary education prefered
  • Limited travel, seasonally
  • Understanding that the customer is why we do what we do
  • Soccer experience or interest not required but a bonus when combined with sincere dedication to customer service and professional growth.