Customer Service Representative (REMOTE Pittsburgh)

DICK’S Sporting Goods is a company that believes in the positive impact of sports on lives. They are seeking a Customer Service Representative to partner with Athletes (customers) via phone or chat, addressing their questions and concerns while ensuring a positive experience through effective communication and problem-solving.

Responsibilities:

• Partner with Athletes (customers) over the phone or via chat to address questions and concerns
• Dive into our Tier 2 escalation calls and chats like a pro, by solving questions, taking ownership of concerns, and cheering on our Athletes with enthusiasm
• Build relationships that go above and beyond the game, making each interaction matter through clear and empathetic communication
• Tackle challenges head-on, from gear advice to order hiccups, ensuring every Athlete leaves with a smile and ensuring our Athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts and gift cards) are met accurately and efficiently
• Be the MVP of our team by utilizing appropriate processes, online programs, and bringing positivity and passion to every shift
• Work with internal and external partners (e.g., DICK’S Sporting Goods stores, shipping companies, other Athlete Engagement Teammates) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete queue work
• Take ownership of any significant issues or uncertainties that arise during Athlete calls such as trouble-shooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information
• Required to travel to CSC as needed and to engage in training, team events and culture building initiatives. Be a positive voice within the team and offer recommendations to your supervisor on how to create better athlete experiences

Requirements:

• High school diploma or equivalent
• <1 Year of experience in customer facing role such as customer service, retail, food service, hospitality (part-time okay)
• High speed internet
• Ethernet port
• Microsoft Office, TEAMS
• Navigate 2 computer screens while typing and talking
• Experience a plus for IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight) and using loyalty and gift card platforms
• A love for sports and building strong communities, with a knack for sharing that passion with others
• Think fast on your feet and doesn't get overwhelmed when thrown a curve ball
• Stellar communication skills that score big points in problem-solving
• Tech-savvy skills to navigate our systems and slam-dunk service every time
• Flexibility to adapt to different situations and play as a team player
• If Bilingual – could be called up to speak to our Spanish speaking Athletes
• Train like a champion! CSC as needed to support department initiatives
• Willingness to work one weekend day a week (i.e., 4 weekdays, 1 weekend day) as well as some holidays, in order to support our peak business