Specialist, Customer Relations

00015 Store Support CenterLE 301 Hibbett Retail, Inc.

Job Title : Specialist, Customer Relations

Department : Omni

FLSA Status : Non-Exempt

Reports To : Supervisor, Customer Relations

SUMMARY

The Specialist, Customer Relations helps ensure high levels of customer satisfaction by assisting stores and customers with the timely resolution of problems or concerns via phone and email communication.

Acts as an intermediary between the stores and customers. Responds to inquiries and / or reviews received through social media and other platforms.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive and respond to incoming phone calls and emails in a timely and professional manner.
• Help answer customer questions and / or resolve issues such as refunds, overcharges, lost or stolen packages, reward points balances, returns and exchanges, complaints, and other service or product issues.
• Coordinate with stores and other internal departments as needed to answer questions and resolve or prevent problems.
• Coordinate customer fulfillment as needed when a store closes (e.g., computer problems, weather-related issues, staffing issues, etc.

causing that location to be unable work orders. Upon receiving notification of closure, "kick" all orders that have been accepted, opened, picked, or pulled to another store to be fulfilled.

• Assist with customer interactions and / or issues received through social media platforms.
• Respond via email to customer reviews and inquiries received through Bazaarvoice®.
• Assist e-commerce customers as needed by cross-selling, upselling, and suggesting add-on sales.
• Review and stay up to date on all relevant Hibbett City Gear policies, procedures, and products.
• Protect company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and / or appropriate officials of potential fraud risk.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

QUALIFICATIONS

• One to three years of call center, customer service, or related experience.
• Retail industry experience preferred.
• Experience with call center and / or contact management systems preferred.

Candidates will have an option during the application process to withdraw their application prior to completion of the application.

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