Customer Service Rep

JOB SUMMARY:

The Customer Service Representative serves as the initial point of contact for our customers, entrusted with ensuring the delivery of exceptional customer experiences. As a key member of the customer service team, you will embody the qualities of an athlete, furnishing our clientele with clear, precise, and knowledgeable information regarding the products offered by WinCraft. Our personalized service approach will be characterized by friendliness, individual pride, and a mindset focused on making business interactions effortless.

ESSENTIAL JOB FUNCTIONS:

• Manage a high volume of daily customer phone calls and emails with professionalism.
• Assess and address customers’ needs to ensure satisfaction.
• Accurately input all assigned orders into the system, striving to meet or exceed daily Key Performance Indicators (KPIs) for customer satisfaction.
• Review and resolve relevant holds and late order reports daily.
• Update orders as necessary for price adjustments and shipping dates, maintaining accurate records in the system.
• Handle customer complaints within company policy, offering appropriate solutions and ensuring follow-up for resolution.
• Maintain records of customer interactions, process accounts, and manage document filing.
• Provide accurate, comprehensive information using appropriate methods and tools.
• Stay informed about new product launches, specials, and bookings to provide customers with complete information.
• Adhere to all policies, procedures, and restrictions established by management, particularly those regarding Licensed Properties.
• Foster and strengthen internal relationships as part of the WinCraft team.
• Follow policies and procedures outlined by WinCraft’s leadership team.
• Engage in process improvement activities, including identifying opportunities to enhance the service experience for both external and internal customers.
• Perform additional duties as assigned. 

EDUCATIONAL & Experience REQUIREMENTS:

• An Associate’s degree in Business or a similar field of study.
• One to two years of professional experience in customer service.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Strong interpersonal and customer service skills.
• Strong phone contact handling skills and active listening. 
• Ability to answer a high volume of calls and/or emails daily.
• Ability to multi-task and work in a challenging fast-paced environment.
• Capable of working in both an independent and collaborative work environment.
• Proven track record of meeting deadlines.
• Ability to share work among the customer service team.
• Strong ability to interact with fellow Athletes.
• Familiarity with CRM systems and practices. 
• Bilingual skills – Spanish is helpful. 
• Ability to find positive solutions in any situation. 

PHYSICAL REQUIREMENTS:

• Ability to maintain focus for extended periods
• Ability to utilize a computer continuously
• Ability to sit and stand continuously

WORKING CONDITIONS:

• Office environment

The compensation rate range for this position is $18-$19 which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of final compensation package, we consider several factors such as location, experience, qualifications, and training.