At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!
OVERVIEW:
Job Duties and Responsibilities:
Responsible for serving as the leader and facilitator for the customer service work team in a supervisory capacity, ensuring that customer service inquiries are handled to the satisfaction of the customer. Communicates phone, email, fax, or regular mail and through social media outlets with customers to provide information in response to inquiries about products or services to resolve customer complaints or issues. Functions as the initial point of customer contact for a wide variety of matters ranging from routine questions to complex issue resolution. Assigns, monitors, and reviews the day-to-day work of Customer Service Agents / Representatives and provides technical guidance. Ensures all matters are routed to the appropriate party or resolved.
Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Serves as a resource for CS Agents/ Representatives. Serves as second escalation point for problem resolution (after CS Lead). Anticipates customer needs and proactively identifies solutions. Seeks guidance from managerial staff only for the most complex and critical or escalated questions or problems.
Provides technical guidance on more complex issues; plans, prioritizes, organizes and completes work to meet established objectives.
Coordinates the day-to-day activities of Customer Service Agents/ Representatives receiving incoming telephone calls. Intercedes on incoming telephone calls with difficulty customers and/or requiring in-depth knowledge of the organization’s products/services. Monitors trends and notifies manager of re-occurring or high priority issues. Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints.
Supervises daily call monitoring to provide feedback and coaching of team members according to quality standards. Supervises operations of all Customer Care Agent / Representatives for scheduled shift, reporting necessary issues or concerns. Develops the members of their customer service team and delivers performance results to Customer Service Agents / Representatives.
Maintains records of customer interactions, records details, complaints, comments, and action taken. Contacts customers to respond to inquiries or to notify them of investigation results and planned adjustments.
Maintains and improves performance of department through building employee morale, motivating employees, and using constructive coaching/discipline policies of organization.
Work From Home: This role is a remote work from home position, working from the comfort and convenience of your home office. Candidates need to be located within a 2 hour driving commute to our corporate office (Coraopolis, PA) and able to commute to the office as needed (approximately 1-2 times per quarter) for team meetings, events and trainings.
QUALIFICATIONS:
Bachelor’s Degree and at least 3 years of experience in a call center environment.
At least 1-year experience in direct management of team members, including assisting in the development, training and assignment of work/projects to other team members.
Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets).
Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad).
Self-directed, able to manage own time and tasks, as well as consistently meet deadlines
Experience in identifying operational issues, recommending, and implementing strategies to resolve problems.
Experience building and maintaining relationships within a team.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple priorities with varying completion dates.
Experience providing customer service to internal and external customers, including meeting quality standards for services, metric based service levels and evaluation of customer satisfaction.
Familiarity with Contact/Call Center systems, processes and terminology.
Technology - High Speed Internet access required
Set work schedules will include holidays
Some set work schedules will include weekend days
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