Seasonal Team Member Customer Care - Work At Home (TX, OK, AL, GA Applications Only)

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

Part time