Job description

Job Title

FULL TIME CALL CENTER TEAM MEMBER

Department

CONTACT CENTER

Reports to

CUSTOMER SERVICE CENTER SUPERVISOR

JOIN OUR WINNING TEAM AND EARN $14-$15 AN HOUR!!!

NIGHT AND WEEK-END SHIFT DIFFERENTIAL!!!

ONLY 2 POSITIONS AVAILABLE!!!

JOB PURPOSE

At Sports Endeavors, you are the voice of the brand and your role is to drive a legendary experience with all customer touch points. We're looking for energized team players with prior customer service experience where you've proven your service skills through providing exceptional customer service, excelled against productivity standards, and shown your ability to problem solve and communicate effectively in both oral & written form. Come join a team where your hard work, dedication, team work and innovation are appreciated and celebrated.

SHIFTS: (2) 1:30 pm -10:00 pm Monday -Friday w/ Rotating Saturdays

We are seeking a dynamic, hard-working professional with a strong focus on customer service and a desire to work for a fast-paced, entrepreneurial organization. In addition to exceptional leadership and analytical skills, you must have a “roll-up your sleeves” attitude.

MAJOR ACCOUNTABLITIES/ESSENTIAL DUTIES

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

RESPONSIBILITIES:

• Customer Support: Front Line Customer Support for all Brands: Soccer.Com, World Soccer Shop and 431 Sports. Guiding customers into a legendary experience
• Answering inbound customer interactions while providing accurate information regarding products, orders placed, package tracking, shipping and other assistance to help meet and exceed customers' needs- first call resolution..
• Ability to be detailed oriented with good organizational and time management skills.
• Maintains strong professional relationships with customer base, and takes a proactive approach to resolve customer complaints through identifying the root cause of the issue and makes best recommendations for resolution.
• Understanding of all key soccer SEI Brands- Soccer.com, World Soccer Shop, 431 Sports.
• Participate enthusiastically and show commitment to the team to meet or exceed team goals and achieve legendary service standards.
• Ability to be detailed oriented with good organizational and time management skills.
• Possess and achieve the ability to meet Representative/Varsity level service standards
• Must be able to work any shift and rotate between shift schedules when needed as flexibility allows us to service exceptionally.

QUALIFICATIONS:

• Must be customer service oriented
• Must possess and demonstrate great customer service skills including verbal/written communication skills, active listening and problem solving skills.
• We're looking for outgoing and friendly personalities that come naturally, great tone, excellent listening skills
• Must have a pleasant telephone voice and be able to prove correct knowledge/use of spoken English
• Outstanding critical thinking skills a must to solve problems and share feedback opportunities with appropriate areas
• Must have experience working within a team environment, be a Team Player
• Be able to effectively navigate the internet; ability to use search engines and toggle between sites and windows is needed.
• Knowledge of Soccer/Volleyball/Baseball/Softball would be a plus.
• Must be able to sit for extended periods of time.
• Must be able to work afternoon and/or evening hours as well as weekends.
• Must be able to attend a scheduled two week paid training period.

COMPETENCY STATEMENT(S):

• Accountability - Ability to accept responsibility and account for his/her actions, take responsibility and ownership, open to positive criticism.
• Accuracy - Ability to perform work accurately and thoroughly in a timely manner.
• Communication, Oral - Ability to communicate effectively and professionally with others using the spoken word.
• Communication, Written - Ability to professionally communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems, use good judgement, be accurate and precise.
• Relationship Building - Ability to effectively build relationships with customers and co-workers. Encourage others to do well by assisting when needed and promoting Departmental cooperation, Team player.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

SKILLS & ABILITIES:
Education: High School Diploma required. Bachelor's degree preferred.
Experience: Prior customer service experience required, desired within a contact center setting.
Computer Experience: Proficient in Microsoft Office, prior experience with customer management software is preferred, especially SAP CRM.
Benefits & Perks
Competitive Compensation, Medical, Dental, Vision, 401K, Team Member Merchandise Discounts, Athletic Club Membership Discounts, and More!

About Sports Endeavors Inc.

Our staff is made up of former players, parents of players and passionate sports fans. As Sports Endeavors has grown as a company, our core values have remained the same. We are still a family-owned company devoted to providing unrivaled selection and service to all team sport enthusiasts. Sports Endeavors values its team members, its community and its customers. Together we work, play, cheer and succeed.

Sports Endeavors shares our success, giving back at both the local and global levels. Sports Endeavors and its team members support Relay for Life, Race for the Cure, United Way and other non-profit organizations and events. Our Passback Program collects used but still usable gear from customers and then distributes it to teams who are not able to afford even the most basic sports equipment. To date, we have collected and redistributed over 1,000,000 pieces of equipment to organizations around the world.

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Experience:

• CALL CENTER: 5 years (Required)

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