Customer Service Representative (REMOTE)

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Sporting Goods, RetailIndustries

Requirements

Candidates must possess a High School Diploma or equivalent and have less than 1 year of experience in a customer-facing role, such as customer service, retail, food service, or hospitality. Strong communication and problem-solving skills are essential, along with tech-savviness to navigate systems. Flexibility, teamwork, and a willingness to work weekends and holidays are required. High-speed internet, Microsoft Office, and TEAMS are necessary technological requirements, with experience in IVR, CRM, order management, and tracking information tools being a plus. Candidates must have an Ethernet port and be able to navigate two computer screens while typing and talking. A love for sports and community building is also valued.

Responsibilities

The Customer Service Representative will partner with customers via phone or chat to address questions and concerns, acting as a Tier 2 support agent to resolve issues requiring an elevated level of service. Responsibilities include conducting in-depth investigations, building relationships through clear and empathetic communication, and resolving customer needs related to orders, payments, price adjustments, returns/exchanges, loyalty accounts, and gift cards. The role involves troubleshooting technical issues, reporting sensitive concerns, investigating potential incidents, and appropriately logging all information. Additionally, the representative will collaborate with internal and external partners to support issue resolution and share knowledge. Travel to the CSC may be required for training and team events, and the role involves offering recommendations for improving customer experiences.

Skills

Customer Service

Communication

Problem-Solving

Empathy

Relationship Building

Order Management

Payment Processing

Returns/Exchanges

Loyalty Programs

Gift Cards

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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