Customer Service Representative (12:00 pm-9:00 pm ET Shift) & (3:15 pm-12:15 am ET Shift) (REMOTE)

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Job Duties & Responsibilities

• Partner with Athletes (customers) over the phone or via chat to address questions and concerns.

• Dive into our Tier 2 escalation calls and chats like a pro, by solving questions, taking ownership of concerns, and cheering on our Athletes with enthusiasm.

• Build relationships that go above and beyond the game, making each interaction matter through clear and empathetic communication.

• Tackle challenges head-on, from gear advice to order hiccups, ensuring every Athlete leaves with a smile and ensuring our Athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts and gift cards) are met accurately and efficiently.

• Be the MVP of our team by utilizing appropriate processes, online programs, and bringing positivity and passion to every shift.

• Work with internal and external partners (e.g., DICK’S Sporting Goods stores, shipping companies, other Athlete Engagement Teammates) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete queue work.

• Take ownership of any significant issues or uncertainties that arise during Athlete calls such as trouble-shooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information.

• Required to travel to CSC as needed and to engage in training, team events and culture building initiatives. Be a positive voice within the team and offer recommendations to your supervisor on how to create better athlete experiences.

QUALIFICATIONS:

• High school diploma or equivalent

• <1 year experience

• Experience in customer facing role such as customer service, retail, food service, hospitality (part-time okay)

• High speed internet

• Ethernet port

• Microsoft Office, TEAMS

• Navigate 2 computer screens while typing and talking

• Experience a plus for IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight) and using loyalty and gift card platforms

• A love for sports and building strong communities, with a knack for sharing that passion with others

• Think fast on your feet and doesn’t get overwhelmed when thrown a curve ball

• Stellar communication skills that score big points in problem-solving

• Tech-savvy skills to …