Customer Service Specialist (Seasonal)

Seasonal Customer Service Specialist

The Seasonal Customer Service Specialist is the frontline of our customer experience; the first voice a customer hears when they need help with an order, have a question about a product, or run into an issue they cannot solve on their own. This is a seasonal role that runs through the holiday season, one of the most exciting and fast-paced times of year for our business. It is a great fit for someone who genuinely enjoys helping people and takes pride in leaving every interaction better than they found it.

Hiring for this position begins in early August and runs through early November, with a week of paid training giving you a solid foundation for the role. This position is open to candidates in the greater Austin area and offers the choice of working on-site at our corporate office or fully from home.

Primary work location: On-site at 6411 Burleson Road, Austin TX, or fully remote within the greater Austin area. Candidates must be local regardless of work location, as equipment pickup and return are required in person.

Standard hours: Monday through Friday, 8am to 5pm

Holiday hours (late November through early January): Monday through Saturday, 8am to 5:30pm

Schedule note: Hours are assigned based on skill, tenure, and business need. Flexibility to work evenings and Saturdays during the holiday period is expected.

Remote requirement: High-speed internet via ethernet cable connection and a dedicated, quiet workspace are required for remote work eligibility.

Essential Functions:

• Deliver friendly, efficient, and resolution-focused customer support across assigned channels, with phone as the primary and mandatory channel
• Assist customers with order inquiries, account questions, product information, site issues, and general support needs, documenting contacts accurately and escalating when needed
• Handle email and chat contacts as assigned, maintaining the same quality and professionalism across every channel
• Represent the company with a productive, courteous, and solutions-oriented approach in every interaction

Product and Process Knowledge:

• Build and maintain working knowledge of products, promotions, and sales techniques throughout the season, applying that knowledge to improve customer satisfaction and support sales goals
• Stay current on policy and process updates communicated through training and team channels, incorporating changes into daily work quickly and accurately
• Use available tools and resources to find answers efficiently, escalating to team leads when an issue falls outside your scope

Team and Values Alignment:

• Operate in alignment with company core values of Commitment, Integrity, and Openness in every customer and team interaction
• Receive and apply coaching and feedback from team leads and quality reviewers regularly, approaching feedback with openness and a genuine commitment to improvement
• Contribute to a positive team environment by showing up consistently, communicating proactively, and supporting teammates during high-volume periods

Qualifications/Basic Job Requirements:

• Positive, customer-first attitude with a professional and courteous communication style
• Strong written and verbal communication skills including solid grammar and the ability to write clearly and concisely across email and chat channels
• Demonstrated computer skills including comfort with Microsoft Office Suite and the ability to navigate multiple browser-based tools simultaneously
• Ability to type at least 35 words per minute
• Strong multitasking, problem-solving, and organizational skills with a focus on efficiency and accuracy
• Openness to receiving frequent feedback and a genuine commitment to applying it
• Availability to work Monday through Saturday during the holiday period with schedule flexibility based on business need
• Must reside in the greater Austin area for in-person equipment pickup and return

Remote work specific requirements:

• High-speed internet with a reliable ethernet cable connection
• A quiet, dedicated workspace free from background noise during working hours

Preferred:

• At least 6 months of contact center, customer service, or retail experience
• Familiarity with ecommerce platforms or online order management
• Prior experience working in a seasonal or high-volume customer service environment

Physical Demand:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 35 pounds.

Specific vision abilities required by this job include close vision, distance vision and peripheral vision.

While performing the duties of this job, the employee is regularly required to talk and hear.

The employee is frequently required to use hands to finger, handle, or feel.

The employee is required to stand; walk; reach with hands and arms.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job working in a retail sales environment. The noise level in the work environment is usually moderate.

Physical and Mental Requirements/Work Environment:

Office Environment

The following are the physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, Go! Retail Group may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

x Color Perception (Red, Green, Amber)

x Seeing

x Clear Speech

x Touching

x Hearing/Listening

x Finger

X Hand

_ Dexterity

_ Climbing

_ Ability to mount and dismount Forklift/ Truck

x Pushing/Pulling

_ Lifting40 Pounds

x Carrying (Specify Pounds: 20)

_ Driving (local/over the road)

x Ability to move distances within and between location/offices

Mental/Reasoning Requirements:

x Reading- Complex

x Writing- Intermediate

x Complex Math Skills

x Analysis/Comprehension

x Judgement/Decision Making

x Clerical

Work Environment:

_ Shift Work

x Works Alone

x Works With Others

x Verbal Contact w/Others

x Face-to-Face Contact

x Inside

_ Outside

_ Extreme Heat

_ Extreme Cold

_ Mechanical Equipment

_ Noise

_ Pressurized Equipment

x Electrical Equipment

_ High Places

_ Moving Objects

_ Fumes/Odors

_ Hazardous/ Materials

_ Dirt/Dust

Note:

The application for this role includes automated screening. Some answers may result in automatic disqualification without individual review.

Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodations or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties and skills required of employees in this position.

This job description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.

Go! Retail Group is an equal opportunity employer and does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, or sexual orientation.