Seasonal Team Member, Customer Care

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Job Description:

  • Answer incoming customer contacts (calls, chats, emails) in a professional manner
  • Respond to customer inquiries through multiple channels, as needed
  • Research and troubleshoot problems and provide resolutions by using available resources
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Follow-up with customers, when necessary
  • Document customer contacts, as required
  • Develop a thorough understanding of Academy policies, procedures, and safety rules
  • Duties may change; team member may be required to perform other duties as assigned

Requirements:

  • High school diploma or equivalent required
  • 6+ months experience in a customer service-related role required
  • Experience in an Omni Channel Contact Center environment preferred
  • Previous Work at Home experience preferred
  • Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
  • Maintain the customer’s perspective as a driving force behind activities
  • Strong analytical, problem solving and creative thinking skills
  • Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized
  • Proficiency with relevant computer applications (e.g., Google Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos)
  • Ability to toggle multiple web browsers, with dual monitors
  • Excellent keyboarding skills
  • Self-motivated and able to work independently and within a team setting
  • Knowledge of customer service principles and best practices
  • Familiarity with Academy’s product lines preferred
  • Bilingual (Spanish and English speaking) a plus

Benefits:

  • Internet Broadband internet connection (Cable, DSL or Fiber) must be in place before starting.
  • No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
  • Speed: Minimum download speed of 5.0 MBPS (preferably 75+)
  • At least 4 GB of available RAM
  • Data Usage 1024 GB (1 Terabyte)
  • Hardware 1 compatible headset, two monitors, keyboard, mouse, ethernet cord and a computer system will be provided
  • Environment Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.
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