Call Center Team Member (Seasonal)

Call Center Team Member (Seasonal)


Join our winning team and help deliver a legendary customer experience!


Job Purpose

As a Call Center Team Member at Sports Endeavors, you are the voice of our brands. Your role is to drive a legendary experience with all customer touchpoints. We're looking for energized team players with prior customer service experience who have demonstrated 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.


This position is on-site in Hillsborough, NC.


Shifts:

Multiple shift options available. Schedules will include every other Saturday.

• 1st Shift:
◦ 9:00a - 5:30p
◦ 10:00a - 6:30p
• 2nd Shift:
◦ 12:00p - 8:30p
◦ 1:30p - 10:00p


Major Accountabilities / Essential Duties

Responsibilities:

• Provide Front Line Customer Support for all of our brands: Soccer.com, WorldSoccerShop and 431Sports. Guide customers into a legendary experience.
• Answer inbound customer interactions while providing accurate information regarding products, orders placed, package tracking, shipping and other assistance to help meet and exceed customers' needs - aiming for first call resolution.
• Remain detailed-oriented with good organization and time management skills.
• Maintain strong professional relationships with customer base. Take a proactive approach to resolve customer complaints by identifying the root cause of the issue and making the best recommendations for resolution.
• Maintain an understanding of all Sports Endeavors' brands (Soccer.com, WorldSoccerShop, 431Sports).
• Participate enthusiastically and show commitment to the team to meet or exceed team goals and achieve legendary service standards.
• Demonstrate the ability to meet Representative/Varsity level service standards
Qualifications:

• Must be customer service oriented
• Strong verbal and written communication, active listening and problem solving skills
• Friendly, approachable personality with a clear and pleasant speaking voice
• Excellent listening skills
• Solid critical thinking skills for solving problems and sharing feedback opportunities with the appropriate areas
• Team-oriented. Experience working within a team is required
• Comfortable using the internet and internet tools, navigating multiple websites and tabs efficiently, and using search engines.
• Knowledge of Soccer/Volleyball/Baseball/Softball is a plus
• Must be able to sit for extended periods of time
• Must attend and complete a paid two-week training program
• A personal cell phone with sufficient storage is required to perform your job functions; you must be willing to download a required app to carry out your responsibilities.
• Must be proficient in English. Bilingual skills a plus.

Skills & Abilities:
Education: High School Diploma required; Associate's Degree preferred.
Experience: Prior customer service experience required; call center experience preferred.
Computer Experience: Proficient in Microsoft Office; prior experience with SAP, CRM, or other customer relationship management systems is a plus.

Competency Statements:

• 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 a