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
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