Customer Service Representative (REMOTE) at Dick's Sporting Goods

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Retail, Sporting GoodsIndustries

Requirements

Candidates must possess a high school diploma or equivalent and have less than one year of experience in a customer-facing role such as customer service, retail, or food service. A stable high-speed internet connection with an Ethernet port, proficiency in Microsoft Office and TEAMS, and the ability to navigate two computer screens while typing and talking are essential. Experience with IVR, CRM, order management tools, shipping tracking, and loyalty/gift card platforms is a plus. Bilingual skills are advantageous. Candidates must be available for mandatory training Monday through Friday, 8 am - 5 pm (ET), and be willing to work one weekend day per week and some holidays. Cameras must be on during virtual interviews, and AI tools are not permitted.

Responsibilities

The Customer Service Representative will partner with customers via phone or chat to address questions and concerns, handle Tier 2 escalation calls and chats by solving issues and taking ownership, and build customer relationships through clear and empathetic communication. Responsibilities include assisting with gear advice, order issues, price adjustments, returns/exchanges, loyalty accounts, and gift cards, ensuring accuracy and efficiency. The role involves utilizing appropriate processes and online programs, collaborating with internal and external partners for issue resolution, and taking ownership of significant issues or uncertainties. Representatives will log all information appropriately, provide recommendations for improving customer experiences, and maintain positivity and passion during shifts.

Skills

Customer Service

Phone Support

Chat Support

Problem-Solving

Communication

Empathy

Order Management

Returns

Exchanges

Technical Troubleshooting

Dick's Sporting Goods

Retailer of sporting goods and apparel

About Dick's Sporting Goods

DICK'S Sporting Goods is a retailer specializing in sporting goods, offering a variety of products such as sports equipment, apparel, and footwear. The company operates both physical stores and an online platform, allowing customers to shop in a way that suits them best. Customers can take advantage of financing options, such as 0% APR for larger purchases, making it easier to buy what they need. DICK'S Sporting Goods also has a loyalty program called ScoreCard, which rewards customers for their purchases, encouraging them to return. What sets DICK'S apart from competitors is its commitment to customer satisfaction, highlighted by its Best Price Guarantee, and its focus on social responsibility, believing in the positive impact of sports on lives. The goal of DICK'S Sporting Goods is to provide quality sporting goods while giving back to the community and promoting ethical business practices.

Coraopolis, PennsylvaniaHeadquarters

1948Year Founded

IPOCompany Stage

Consumer GoodsIndustries

10,001+Employees

Benefits

Flexible Work Hours

Remote Work Options

Risks

Increased competition from digital-first retailers could erode market share.

Closure of 35 stores in California may impact regional sales and brand presence.

Geopolitical tensions and elevated interest rates pose risks to supply chain stability.

Differentiation

DICK'S Sporting Goods offers exclusive brands and experiential retail strategies.

The company has a strong omnichannel presence, integrating online and physical stores.

DICK'S loyalty program, ScoreCard, enhances customer retention and repeat business.

Upsides

Experiential retail strategies are gaining traction, boosting customer engagement and sales.

The rise of 'athleisure' fashion aligns with DICK'S product offerings.

DICK'S Sporting Goods' strategic investments in House of Sport and Field House concepts fuel growth.

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