What are the responsibilities and job description for the Customer & Team Support Representative position at Gazelle Sports?
Job Title: Customer & Team Support Representative (Full Time Hourly)
Department & Location: Team Gazelle - Grand Rapids, Michigan
Position Vision:
The Team Gazelle Customer & Team Support Representative will be dedicated specifically to our online Team Gazelle customer base and with supporting the account managers. This position will have a customer first mentality and a desire to be an advocate for our consumers while being a champion for our brand. This role requires an individual who is self-managing, proactive, possesses quality communication skills, and has great problem solving abilities.
Position Expectations & Responsibilities
- Provide Multichannel Support: Manage inbound calls, emails, and live chats with professionalism and care.
- Support Catalog Management: Build and maintain customer-facing product catalogs within our systems with support from the account managers.
- Process Returns & Exchanges: Handle return and exchange requests accurately, following company guidelines.
- Build Customer Relationships: Establish and maintain trust through proactive, clear, and consistent communication.
- Resolved Complaints Effectively: Handle customer issues timely with empathy and efficiency to ensure satisfaction.
- Follow Established Procedures: Adhere to communication protocols, company policies, and procedures.
- Identify Needs & Solve Problems: Quickly assess customer needs and deliver timely, effective solutions.
- Cross-Departmental Support: Assist other departments during key times to ensure seamless operations.
Position Requirements/Preferences
- Excellent Communication Skills: Strong verbal and written communication abilities to effectively engage with team members, customers, and other stakeholders.
- Multitasking & Organization: Proven ability to juggle tasks and prioritize in a fast-paced environment.
- Tech Familiarity for Tools Used:
- Shopify
- Retail Backbone
- Customer Service Platforms (i.e. Richpanel, Gorgias, etc.)
- Google Sheets/Forms/Gmail
- Collaborative Mindset: Comfort working both independently and as part of a team.
- Relevant Experience: Preferred experience in customer service, especially retail or ecommerce.