Customer Service and Support Representative I

Job Description

The Customer Service and Support Representative I will report to the Customer Service and Support Manager. The primary focus of this role is to support our external and internal customers. Including help locating product, give status on orders, find answers to the customers purchase questions. It is important that the role act with a sense of urgency. The work will be performed via phone calls or live chats. The candidate will focus on one set of responsibilities, either customer or store and support the other in an overflow capacity for high volume times.

Responsibilities

Customer Support Responsibilities
- Answer Chats and Calls from customers.
- This is the first point of contact with Rally House so you are acting as the face of the company. You will need to be prompt, polite, and professional in all interactions with the customer.
- Research and resolve order issues or shipping issues for the customer.
- Cancel line items or orders per customer’s request.
- Will need to walk the customer through making a purchase when needed.
- Our goal is to provide best in class service to our customers.

Store Support Responsibilities
- Answer Chats and Calls from RallyHouse store employees.
- Research and provide answers to order and product related questions.
- Capture data from each interaction.
- Report inventory discrepancies or product issues as notified from store employees.
- Work with Store Support Supervisor to make sure trending information or problems at the store level are reported to the appropriate teams.
- When required help manager in training new hires store support functions.

Skills and Knowledge

Aptitude for interpreting retail data and applying solutions as problems arise, Detail oriented, Proven track record of delivering an exceptional customer experience, deliver results while controlling shrink and payroll., Strong math skills

Qualifications

Proven working experience in customer service. One year experience in a Rally House store, retail store, or call center is a plus. One year experience with customer service software, databases, and tools.

Physical Requirements - Required to stand or sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Occasionally required to stoop, kneel, bend, crouch and lift as much as 10 pounds to configure computer equipment.

$18.00 - $20.00Hourly