Temporary Runner Experience Specialist (Customer Service Specialist)

Who We Are:

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line. Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:

• Runner First: We act in the best interest of the runner.
• Word is Bond: We do what we say we’ll do.
• Champion Heart: We give our all in everything we do.
• There is no “I” in Run: We stay generous with our humanity.
• Keep Moving: We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement — because we’re all moving towards something. Let’s run there.

The Runner Experience Team provides a world-class customer service experience to all who run, every day, in a run-happy way.

Position Overview:

As a Temporary Runner Experience Specialist (Customer Service Specialist), you will respond enthusiastically to emails, calls, social media, chats, text, and product reviews during our busiest season.

Details:

• Employment Type: Temporary
• Start Date: August 18, 2025
  • Note: You will be required to attend virtual training the first full week you start - Monday through Friday, 8am to 5pm PT.
• End Date: January 16, 2026
• Work Schedule: Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays.
• Work Hours: 40 hours a week.

Responsibilities:

• Be available to answer calls up to 8 hours a day and respond to other written contact channels (including social media, chat, text) as needed.
• Communicate to customers with a passion for service and a sincere desire to help.
• Seek positive, timely solutions to all customer’s questions and concerns, using a variety of system resources.
• Learn about our products via onsite training and provide expert product advice, acting as a brand ambassador.
• Order administration including placing, tracking & modifying orders, processing returns, and researching delays or errors.
• Evaluate and track the root cause of customer contacts to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership.
• Respond to challenging situations positively, de-escalate frustrated customers.
• Evaluate situational needs to determine and execute appropriate solutions.
• Manage time effectively and exhibit a strong ability to multi-task.
• Access and combine information from multiple systems to provide order details and analyze problems when they occur.
• Assist with order fulfillment when automated processes fail.
• Recognize potential fraudulent web transactions and escalate when appropriate.
• Work with cross-functional teams to assist customers.
• Other duties as assigned.

Qualifications:

• Associate's degree or 1+ years of customer service experience required (Contact Center or Specialty Retail experience preferred).
• Available to work 40 hours a week from August 18, 2025, to January 16, 2026.

Salary:

• Not specified

Location Type:

• Not specified