Operations Specialist

PGA TOUR Superstore Customer Service Professional

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As the leading specialty golf retailer and one of the fastest growing specialty retailers, we proudly offer you the opportunity to earn competitive pay as you pursue your passion into a lasting golf or tennis career.

Position Summary

We are seeking an experienced, empathetic, dependable, team-oriented customer service professional to join our Customer Care Team. Using creative, 'out of the box' thinking, this person will do whatever it takes to exceed the customers' expectations and deliver a truly remarkable service experience. Collaborate with Customer Care Specialist to resolve customer problems that have been escalated to the Operations Team. Only individuals with an outstanding work ethic, entrepreneur spirit and "customer-first" mindsets need apply.

Qualifications and Skills

• High School Diploma or GED
• Min 2 years of call center / or relevant customer service experience
• Strong attention to detail and problem-solving skills
• Ability to adapt to change and work well in a fast pace environment
• Ability to multi-task using technology while handling calls
• Knowledge of the golf and tennis industry, a plus
• Experience with Service Now, ITSM/CSM, SAP, Kibo OMS, Cybersource, a plus
• Strong listening and interpersonal skills. Must possess strong verbal and written communication skills and can communicate cross-functionally. The ideal candidate will have the ability to convey compassion and care verbally or written.
• Advanced computer skills with a working knowledge of Microsoft Office, Outlook, and Internet
• Must have the ability to organize multiple priorities to ensure resources are properly allocated to meet objectives.
• Must be able to stand or sit for extended periods of time.
• Availability to work varied shifts inclusive of - evenings, weekends, and holidays

Key Responsibilities and Duties

• Deliver a consistent customer experience by providing efficient and timely resolutions.
• Resolve internal and external customer problems with online orders, special product order (SPO) & vendor shipments.
• Research and resolve customer questions utilizing multiple systems simultaneously.
• Trouble shoot in partnership with store leadership and outside vendors to research and find solutions to the common/unique problems.
• Collaborates with Customer Service Specialists and communicates with other business partners including store leadership to achieve company goals.
• E-Commerce order management both domestic and international.
• Support store Studio experience from scheduling appointments, gathering key details for Golf Club Fitter and order management ownership post sale.
• Generate FedEx intercepts, return authorizations and/or claims, as necessary.
• Communicate website issues to E-Commerce team as necessary for quick resolution.
• Assist in gift card sale activation, history look-up, Identify and assist in the fulfillment of periodic marketing promotions.

Core Values: Put People First, Innovate Continuously, Lead by Example, Listen and Respond, Include Everyone, Give Back to Others

Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates driven by our vision to inspire people through golf and tennis. PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.