Customer Service Specialist

Customer Service Representative

We're more than an e-commerce retailer - we're a destination for athletes, adventurers, and sports enthusiasts. Sports Warehouse offers a carefully curated selection of gear and equipment across tennis, pickleball, padel, running, bass fishing, equestrian sports, ice and roller hockey, inline skating, roller derby, and skateboarding. Our goal is simple: help every customer find the right products with expert guidance, exceptional service, and a shopping experience that keeps them coming back.

Our Customer Service team is at the heart of every great customer experience. We're looking for reliable, personable individuals who enjoy helping others and are passionate about building lasting relationships with our customers. Whether assisting customers over the phone, through live chat, or via email, you'll provide knowledgeable guidance, answer questions, solve problems, and help customers find the products that best fit their needs.

Success in this role comes from a genuine desire to help people, strong communication skills, and the ability to think critically and resolve issues with confidence and empathy. Every interaction is an opportunity to earn a customer's trust and reinforce the exceptional service Sports Warehouse is known for.

If you're a positive team player who thrives in a fast-paced environment, enjoys learning about various sporting goods products, and takes pride in delivering outstanding customer experiences, we'd love to have you join our team.

Serve as a direct point of contact between the company and customers. Build strong connections with both new and existing customers by supporting their needs through various communication channels in a professional and timely manner.

The ideal candidate will:

• Enjoy playing pickleball recreationally or competitively.
• Experiential knowledge of sport specific products, their purpose and benefits.
• Bring an experienced-based enthusiasm to guide new players getting started in the sport and make expert recommendations for advanced players.
• Deliver friendly, professional and helpful support to all customers and assist in meeting needs or exceeding their expectations.
• Possess excellent verbal and written communication skills.
• Problem solve and utilize available resources to locate answers to product/order questions.
• Demonstrate a comprehensive understanding of current company policies, procedures, products and services.
• Be flexible during busy times by helping fellow co-workers and function as part of a team.
• Have the ability to multi-task and remain composed under pressure.
• Continually learn and develop skills relevant to the role.
• Bring a positive attitude and strong work ethic to the workplace.

Requirements:

• Ability to understand and calmly address customer needs, concerns, and complaints effectively.
• Ability to learn and use new technology quickly.
• In-depth understanding of the products or services the company offers to effectively assist customers.
• Ability to learn about new products, services, or updates as needed.
• Proficient in Microsoft Office Suite.
• Demonstrate ability to learn new software applications.
• Communicate clearly and professionally during conversations.
• Demonstrate active listening skills.
• Approach problem-solving with creativity and innovation.
• Exhibit a professional demeanor in all interactions.
• Interpret and execute written and verbal instructions accurately.
• Follow directions well and gain clarification as needed.
• Adapt to new circumstances and execute multiple tasks and deadlines.
• Excellent organizational skills.
• Maintain focus, attention to detail effectively.
• Work independently and remain motivated.
• Recognize when to seek assistance and collaborate effectively.
• Foster a positive attitude and strong work ethic, contributing actively within a team.
• Maintain a standard of conduct that will maintain an orderly and productive workplace.
• Uphold standards of safety and cleanliness in the work environment.
• Practice good judgement in actions and decision making.
• Abide by all Sports Warehouse policies and procedures.
• Demonstrate a sense of pride in your work and represent Sports Warehouse in a favorable manner.
• Other duties deemed necessary to support daily operations of Sports Warehouse.

Racquet Service (may be required):

• Carefully and efficiently install strings according to racquet specifications.
• Identify possible damage or defects to racquets and/or strings and make an assessment of the necessary corrective actions.
• Repair and/or replace accessories as needed.

Supervisory Responsibility: This position has no direct supervisory responsibility.

Work Environment: This role functions within a professional and collaborative office setting, regularly utilizing standard office equipment such as computers, tablets and phones for day-to-day tasks. The use of racquet stringing machines and related tools/supplies may also be required to support the needs of the business.

Physical Demands: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.

• Ability to communicate effectively with customers, employees, and external contacts in person, by phone, video, and electronic communication methods to exchange information.
• Primarily sit for extended periods in addition to occasional moving throughout the building to perform essential job duties, including standing and walking. This position may require remaining in a stationary standing position for extended periods of time for racquet stringing duties as needed.
• Regularly use hands, wrists, fingers, and arms to operate computers, tablets, phones and other technology or equipment necessary to complete assigned duties accurately and efficiently.
• Ability to conduct repetitive motion activities such as racquet stringing or racquet service-related tasks as assigned.
• The ability to observe details at close range (within a few feet of the observer).
• Regularly lift and/or move objects that weigh less than ten pounds, occasionally lift and/or move items up to 25 pounds, with heavier lifting infrequent and assisted when appropriate.
• Occasionally required to stoop, bend, twist, reach, kneel, crouch or climb.
• Work in an office environment that may include moderate noise levels and proximity to others.
• Ability to work a scheduled shift and maintain regular attendance in accordance with company policies.
• Ability to adapt to changing job duties and business needs.