Customer Service Representative- Email Support

Company info: gearUP’s mission is to outfit youth sports teams with customized gear – on time for game time! We have simplified the hassle of outfitting youth sports teams with customized gear from the best brands. Our webstores are always open and product ships direct to athletes on time. gearUP has been one of the fastest growing companies in the Pacific Northwest since 2018, and we have so much opportunity ahead of us. Now is a great time to join our team!

Position Summary: The Customer Service Representative or as we call them Customer Success Representative is an email support role that is responsible for delivering efficient, empathetic, and professional support through email and other written channels. This role emphasizes clear, concise, and brand-aligned communication to accurately address customer inquiries and resolve issues. The representative plays a key role in upholding the company’s commitment to service excellence and customer satisfaction through clear communication, problem-solving, and personalized support.

Responsibilities:

· Efficiently respond to customer written communications, addressing inquiries related to order status, product information, returns, exchanges, and other questions with a strong focus on first-touch resolution and customer satisfaction.
• Provide excellent service and instill trust in our customers through professional, empathetic, and consistent messaging in all written communications.
• Research and resolve customer issues using internal tools and resources with accuracy and attention to detail.
• Escalate complex or sensitive issues to senior team members or supervisors as appropriate.
• Accurately document all customer interactions in CRM systems while adhering to company protocols.
• Identify and report recurring issues or trends to help drive team and process improvements.
• Stay current on company products, policies, and procedures to provide accurate information.
• Collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns.
• Provide support to the team by assisting with inbound calls and completing additional opportunities as assigned by leadership, ensuring flexibility and adaptability.
• An ability to identify situations that require verbal communication and transition from written to phone support when necessary.
• Consistently meet or exceed individual performance targets, including information accuracy, professionalism, and customer satisfaction.
• Flexibility to work overtime during peak business periods as required.
• Other tasks and projects, as assigned.

Qualifications:

· Minimum of 1 year of experience in customer service.

· Athletic apparel industry experience preferred.

· Exceptional written and verbal communication skills.

· Strong critical thinking and problem-solving abilities with keen attention to detail.

· Comfortable multitasking and working across multiple systems and platforms.

· High school diploma or equivalent required; additional education or training in customer service is a plus.

Physical & Cognitive Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Prolonged periods of typing and hand/wrist movements to operate a computer mouse

· Viewing computer monitors for extended periods of time.

· Talking, listening, reading and typing for extended periods of time.

· Ability to concentrate, stay on task, and shift focus quickly between tasks.

· Ability to communicate effectively – verbally and in writing.

· Ability to solve problems and find solutions to customer inquiries and complaints quickly and effectively.

· Ability to empathize with and understand/address customer concerns.

Benefits:

Gear Up Sports provides the following employee benefits:
• Paid Time Off (PTO) – 2 weeks (80 hours) per year banked at the beginning of the calendar year, pro-rated to the start date.
• Paid Holidays – New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas
• Healthcare Benefits – Effective the first of the month following the date of hire:
• Health/Vision insurance through Regence BlueCross BlueShield
• Dental insurance through LifeMap Dental
• Life, Disability & Accident Insurance through MetLife – effective 1st of the month following date of hire:
• Group Term Life insurance – company paid
• Long Term Disability insurance – company paid
• Voluntary additional life insurance for self & dependents
• Voluntary Accident Insurance
• Flexible Spending Account Plan – allowing pre-tax savings for Health and Dependent Care Expenses
• Employee Assistance Plan (EAP) – plan provided through Canopy
• 401(k) Plan – participation after three months of employment with employer-matching contribution

Find more information on gearUP at: www.gearupwithus.com

Equal Opportunity Employer

Gear Up Sports, Inc.is an equal opportunity employer, and all qualified applicants will receive consideration for employment. without regard to individual’s race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, age, sexual orientation, veteran and/or military status, protected medical or family leaves, domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws. . To comply with Federal law, gearUP participates in E-Verify. All newly-hired employees are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:
• Day shift

Experience:
• Customer service: 1 year (Preferred)

Work Location: Remote

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