Experienced Customer Service Representative – Remote Opportunity with DICK'S Sporting Goods (12-9PM EST Shift)
Are you passionate about delivering exceptional customer experiences and working in a dynamic, fast-paced environment? Do you have a knack for problem-solving and a strong desire to help others? If so, we invite you to join our team as a Customer Service Representative at DICK'S Sporting Goods, a leading retailer of sports equipment, apparel, and footwear.
About Us
At DICK'S Sporting Goods, we're more than just a retailer – we're a community of sports enthusiasts who are dedicated to helping our customers achieve their athletic goals. With over 700 stores across the United States, we're one of the largest sporting goods retailers in the country. Our mission is to inspire a lifetime of sports participation and a passion for the outdoors, and we're looking for talented individuals like you to help us achieve this mission.
Job Summary
As a Customer Service Representative, you'll play a critical role in connecting our brand to our customers, known as Athletes. You'll be responsible for assisting Athletes with a wide range of issues, from product inquiries to gift card and ScoreCard issues, and ensuring that they receive the high-level support they need during their purchase journey. This is a remote opportunity with a 12-9PM EST shift, which includes one weekend day.
Key Responsibilities
* Assist Athletes with situations related to product inquiries, gift card and ScoreCard issues, placing orders, existing order status, and returns and/or replacements.
- Deliver first call resolution with white glove service by owning Athlete issues to the point of resolution, demonstrating empathy and keeping Athletes updated throughout the process.
- Handle escalated call transfers at a Tier II level support.
- Research, troubleshoot, and resolve Athlete issues, and escalate issues that require deeper assessment or resolution.
- Quickly identify and understand the Athlete's needs and act with their ultimate satisfaction in mind.
- Work with individual stores and internal business partners to provide support and reach resolution related to Athlete issues.
- Execute various back-office functions associated with customer inbound inquires, including accurate logging and tracking of all incident information.
Essential Qualifications
* High School Diploma or Equivalent.
- 1-3 years of experience in customer service, help desk, or related experience (retail oriented) is preferred.
- Ability to type 25+ words per minute.
- Ability to work weekend days and holidays.
- Customer-service oriented.
- Excellent written & Verbal Communication Skills.
- Execution skills.
- Strong interpersonal & client consultation skills.
- Ability to work effectively in a team environment.
- Self-motivated & results oriented.
- Strong detail orientation.
- Problem solving & troubleshooting capabilities.
Preferred Qualifications
* Previous experience in a retail or customer-facing environment.
- Knowledge of customer service software and systems.
- Experience working in a call center or customer service environment.
- Bachelor's degree in a related field.
Skills and Competencies
* Strong communication and interpersonal skills.
- Ability to work effectively in a team environment.
- Self-motivated and results-oriented.
- Strong problem-solving and troubleshooting capabilities.
- Ability to type 25+ words per minute.
- Strong attention to detail and organizational skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
Career Growth Opportunities and Learning Benefits
At DICK'S Sporting Goods, we're committed to helping our teammates grow and develop their careers. As a Customer Service Representative, you'll have access to a range of training and development opportunities, including:
- On-the-job training and coaching.
- Ongoing training and development programs.
- Opportunities for advancement and career growth.
- Access to a range of benefits, including health insurance, 401(k) matching, and paid time off.
Work Environment and Company Culture
As a remote Customer Service Representative, you'll have the flexibility to work from home and enjoy a range of benefits, including:
- Flexible scheduling and work-life balance.
- Opportunity to work in a dynamic and fast-paced environment.
- Collaborative and supportive team environment.
- Access to a range of benefits and perks.
Compensation, Perks, and Benefits
As a Customer Service Representative at DICK'S Sporting Goods, you'll be eligible for a competitive total rewards package, including:
- Target salary range of $30,900 - $46,200.
- Incentive and equity opportunities.
- Benefits, including health insurance, 401(k) matching, and paid time off.
- Perks, including discounts on DICK'S Sporting Goods products and services.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We're excited to hear from you and look forward to the opportunity to connect with you! Apply for this job