Customer Service Specialist

Job description

Overview At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As the leading specialty golf retailer and one of the fastest growing specialty retailers, we proudly offer you the opportunity to earn competitive pay as you pursue your passion into a lasting golf or tennis career. Position Summary The Customer Service Specialist is an essential role within our growing ecommerce team. Our Customer Service Specialists use creative, ‘out of the box’ thinking, to do what it takes to exceed customers’ expectations and resolve their needs. Answering incoming calls from external and internal customers to facilitate orders, answer inquiries and questions, handle complaints, troubleshoot problems, create cases, create incidents, and provide information, the Customer Care Specialist is sure to be a challenging position. Key Responsibilities and Duties: Receive inbound phone calls in a professional and courteous manner; handles or escalates appropriately Respond to emails or place outbound calls as needed to assist with customer issues Researching customer questions via multiple systems Guide callers through troubleshooting, navigating the company eCommerce site or answering golf related inquiries Collaborates with other Customer Service Specialists and communicates with other business partners Identifies more effective and efficient processes and procedures Special order liaison between vendor and customer Qualifications and Skills: High School Diploma or GED Min 1 year of call center / or relevant customer service experience Savvy at multi-tasking while using technology and simultaneously handling calls Knowledge of the golf and tennis industry, a plus Call Center experience, highly preferred Experience with Service Now, ITSM/CSM, SAP, Kibo OMS, Cybersource, Salesforce, a plus Must be able to stand or sit for extended periods of time Strategic problem solver who is resolution driven Strong listening and interpersonal skills with the ability to convey compassion and care verbally or written. Knack for managing multiple priorities and variety resolving unique customer situations Quick thinker with the ability to solve problems Working in a fast-pace, high performing, collaborative environment Strong attention to detail and problem-solving skills Ability to adapt to change Availability to work varied shifts inclusive of - evenings, weekends, and holidays Core Values: Put People First, Innovate Continuously, Lead by Example, Listen and Respond, Include Everyone, Give Back to Ohers Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination. An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.