Customer Service Specialist - Direct to Consumer

Brooks Running is dedicated to creating gear and experiences that enhance movement and inspire people. They are seeking a Temporary Runner Experience Specialist to provide exceptional customer service through various communication channels, ensuring customer satisfaction and support for the business.

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

Requirements:

• Available to work 40 hours a week from October 19, 2026 to February 12, 2027
• Associates degree or 1+ years customer service experience required
• 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!
• Contact Center or Specialty Run experience a bonus!