DTC Customer Service Rep II

Job Description

Consumer Service Representative II

Job Summary

The Consumer Service Rep provides prompt and courteous support to our consumers by answering requests concerning products, shipments and deliveries.  The Consumer Service Rep addresses all consumer inquiries and complaints with the highest degree of professionalism and product knowledge.  This position is in an extremely Consumer-focused area and requires a positive individual who can give our Consumers confidence in our products, people, and processes.  

Essential Functions:

• Performs CSR I tasks at a high-level of proficiency 
• Helps Supervisor/Manager with coaching new agents
• Provide Quality Assurance feedback to team members and grades calls
• Takes a lead escalated situations to assist team with resolutions. 
• Able to Train new employees and help with team onboarding

Education and Training:

• High school degree or equivalent required.
• Minimum one-five (1-5) years Consumer service, help desk or call center experience desired.
• Computer literate, proficient in use of Microsoft Office products, and the ability to properly construct business-related emails.  A computer aptitude test will be administered as part of the interview process. 
• SAP experience desirable.
• Basic knowledge of sporting goods and the associated equipment used with each individual sport is desirable.

Skills and Abilities:

• Excellent Consumer-relations skills.
• Excellent attendance.
• Excellent verbal, written and interpersonal communication skills.  Strong telephone and communication skills essential.
• Excellent intuitive, analytical and problem-solving skills are required.  A problem-solving test will be administered during the interview.   
• Data entry with minimum error.
• Excellent follow through.
• Able to multi-task.  Strong task prioritization and organizational skills are required for the job. 
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
• Careful attention to detail and accuracy.

Pay Range:

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Protected Veteran/Disabled