Customer Service Specialist - Direct to Consumer

Job description

**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. ### Your Job: The Runner Experience Team provides a world class customer service experience to all who run, every day, in a run happy way. 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:** **This is a temporary full-time position.** **Start date: October 19, 2026** *(**Note: You will be required to attend virtual trainings in your first and second full week upon your start - Monday through Friday, 8am to 5pm P**T)* **End Date: March 12, 2027** You will be responsible for providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners as well as fulfilling our product guarantee by evaluating product issues and providing solutions for runners. You will gather data on opportunities for improvement in the customer experience to keep us driving forward. You will be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time. ### 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. - Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays. - 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 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: - **Available to work 40 hours a week from October 19, 2026 to March 12, 2027.** - Associates degree or 1+ years customer service experience required (Contact Center or Specialty Run experience a bonus!) - Computer proficiency: Word, Excel, Outlook, Social Media - Accuracy in typing (60 wpm), spelling and grammar. - Excellent verbal and written communication skills, demonstrating effective listening through concise, clear communication. - Can work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first - Ability to learn various business systems and navigate between them to execute job efficiently - Ability to manage adverse situations positively - Proven ability to work effectively independently as well as with a team - Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company. - Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another. - Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.” - Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exists to create the best outcomes. - Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary. - Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community. - Embraces and lives the Brooks values!