What are the responsibilities and job description for the Customer Service Representative position at Nfinity Athletic?
RECENT CHEERLEADING EXPERIENCE DESIRED
Nfinity is looking for a high-accountability Customer Service Representative who can manage customer communication at a high level while also helping oversee and coordinate our offshore support team. This role is not passive support. It requires ownership, urgency, organization, and the ability to solve problems quickly while protecting the customer experience and the Nfinity brand.
This person will serve as a direct link between customers, internal departments, and offshore support staff to ensure tickets, orders, escalations, and communication are handled accurately and efficiently.
Primary Responsibilities
- Manage inbound customer service tickets across email, phone, chat, and support platforms
- Oversee daily workflow and ticket management of offshore customer support team
- Ensure offshore team meets response time, quality, accuracy, and customer experience expectations
- Review escalated tickets and resolve complex customer issues quickly and professionally
- Act as liaison between customers and internal departments including sales, warehouse, events, ecommerce, and production
- Enter and maintain accurate customer records, notes, and issue tracking within company systems
- Monitor ticket queues and ensure all customer inquiries are resolved within expected timelines
- Assist customers with order placement, exchanges, returns, warranties, and shipping issues
- Communicate product information, availability, promotions, and order updates clearly and accurately
- Identify recurring customer issues and proactively recommend process improvements
- Assist with customer follow-up and retention efforts when issues arise
- Support peak-season operations during major events, launches, and back-to-school periods
- Help maintain customer service SOPs, workflows, and training documentation
- Hold offshore team accountable for consistency, professionalism, and execution quality
Desired Skills & Experience
- Minimum 2–3 years of customer service experience in a fast-paced environment
- Prior experience managing or coordinating offshore or remote support teams strongly preferred
- Experience working inside ticketing systems such as Zendesk, Gorgias, Freshdesk, HubSpot, or similar
- Strong written and verbal communication skills
- Ability to stay calm and solution-oriented during escalated customer situations
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Ability to identify problems quickly and drive resolution without constant oversight
- Comfortable working cross-functionally with multiple departments
- Experience with Salesforce, Shopify, or ecommerce/customer platforms preferred
- Strong computer skills including Microsoft Office and Google Workspace
- Detail-oriented with strong follow-through and accountability
- Self-motivated and capable of working independently
- Cheerleading, team sports, or athletic industry familiarity is a plus
What Success Looks Like
- Tickets are resolved quickly and accurately
- Customers receive fast, professional communication
- Offshore support team operates with consistency and accountability
- Escalations are handled before they become larger issues
- Internal departments receive clear communication and follow-through
- Customer experience improves through organization, speed, and ownership
Compensation & Benefits
- Competitive compensation structure
- Performance-based bonus opportunities
- Healthcare contribution
- 401(k) eligibility after one year
- Paid time off
- Employee discounts on Nfinity products
- Opportunity for growth within a fast-moving sports brand
- DOG FRIENDLY OFFICE
Work Environment
This is a fast-paced role inside a growing company. The right candidate is organized, responsive, detail-oriented, and capable of managing both customer communication and operational follow-through without needing constant direction.