Seasonal Team Member Customer Care

Job Description: Education: • High school diploma or equivalent required Work Experiences: • • 6+ months experience in a customer service-related role required • • Experience in an Omni Channel Contact Center environment preferred • • Previous Work at Home experience preferred Skills: • Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally • Maintain the customer’s perspective as a driving force behind activities • Strong analytical, problem solving and creative thinking skills • Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized • Proficiency with relevant computer applications (e.g., Google Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos) • Ability to toggle multiple web browsers, with dual monitors • Excellent keyboarding skills • Self-motivated and able to work independently and within a team setting • Knowledge of customer service principles and best practices • Familiarity with Academy’s product lines preferred • Bilingual (Spanish and English speaking) a plus Responsibilities: • Answer incoming customer contacts (calls, chats, emails) in a professional manner • Respond to customer inquiries through multiple channels, as needed • Research and troubleshoot problems and provide resolutions by using available resources • Provide customers with product and service information • Identify and escalate priority issues • Follow-up with customers, when necessary • Document customer contacts, as required • Develop a thorough understanding of Academy policies, procedures, and safety rules • Duties may change; team member may be required to perform other duties as assigned Home Office Requirements: Internet • Broadband internet connection (Cable, DSL or Fiber) must be in place before starting. • No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem) • Speed: Minimum download speed of 5.0 MBPS (preferably 75+) • At least 4 GB of available RAM • Data Usage 1024 GB (1 Terabyte) Hardware • 1 compatible headset, two monitors, keyboard, mouse, ethernet cord and a computer system will be provided Environment • Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc. Physical Requirements & Attendance: • Acceptable level of hearing and vision to perform job duties • Adhere to company work hours, policies, procedures, and rules governing professional staff behavior • Available to work weekends and all holidays except for Christmas Day Apply tot his job