Customer Service Representative

Position Summary:

The Customer Service Representative is a key frontline role responsible for delivering an exceptional customer experience by connecting athletes with our brands and services. This role focuses on providing knowledgeable, efficient, and solution-oriented support across order placement, product education, promotions, and service inquiries. The representative is expected to build strong customer relationships, take ownership of issues through resolution, and contribute to long-term brand loyalty.

Key Responsibilities:

• Serve as the primary point of contact for customers across multiple communication channels (phone, email, chat, etc.).
• Assist customers with order placement, modifications, tracking, returns, and general inquiries.
• Provide accurate and detailed information on products, services, promotions, and policies.
• Deliver a high level of product knowledge to guide customers toward appropriate solutions and purchases.
• Own customer issues from initial contact through full resolution, ensuring a seamless experience.
• De-escalate concerns professionally while maintaining empathy and brand integrity.
• Identify opportunities to enhance the customer experience and promote brand loyalty.
• Document interactions and resolutions accurately in CRM or support systems.
• Collaborate with internal teams to resolve complex issues efficiently.
• Meet or exceed established performance metrics related to quality, efficiency, and customer satisfaction.

Qualifications:

• Previous customer service or retail experience preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and manage high-volume interactions.
• Problem-solving mindset with a focus on ownership and resolution.
• Comfortable using customer service platforms, order systems, and CRM tools.
• Passion for delivering exceptional customer experiences.

Core Competencies:

• Customer-first mindset
• Accountability and ownership
• Strong product and service knowledge retention
• Professional communication
• Attention to detail
• Team collaboration

Work Environment:

Fast-paced, customer-focused environment with performance-driven expectations and a strong emphasis on service quality and brand representation.