Customer Service Representative - Tennis Warehouse California

About Us

We are an e-commerce company, specializing in a diverse range of sports and recreational products. At Sports Warehouse, we cater to enthusiasts of tennis, pickleball, running, bass fishing, equestrian sports, ice and roller hockey, inline skating, roller derby, and skateboarding.

Our mission is clear : to deliver an exceptional shopping experience by recommending the perfect products and providing unparalleled service.

We are looking for reliable and personable individuals to help us build lasting relationships with our Tennis Warehouse customers and support them through their purchasing journey.

Whether you are helping someone via phone, live chat or email, we want you to share a passion for people and an ability to problem solve.

Sports Warehouse is comprised of : Tennis Warehouse Pickleball Warehouse Running Warehouse Tackle Warehouse Riding Warehouse Inline / Ice / Derby Warehouse Skate Warehouse

Benefits & Perks

All Employees :

• Merchandise discounts with all Sports Warehouse companies
• Access to on-site fitness facility
• Paid sick time
• 401(k) and profit-sharing programs
• Opportunities for growth
• Employee appreciation events

Full Time Employees :

• Medical, dental and vision benefits
• Paid vacation time
• Life insurance

Purpose of Position Serve as a direct point of contact between the company and customers. Build strong connections with both new and existing customers by supporting their needs through various communication channels in a professional and timely manner.

Duties and Responsibilities

Customer Service

• Provide thorough assistance to customers via phone communication in a friendly, professional, helpful and knowledgeable manner.
• Demonstrate active listening skills, ensuring a friendly, patient, and calm demeanor when assisting customers.
• Resolve customer complaints, issues, and inquiries in a timely and professional manner.
• Use email templates to respond to customer emails timely and efficiently.
• Develop a deep understanding of the company's products or services to effectively address customer needs.
• Aim to exceed customer expectations whenever possible and reasonable.
• Utilize problem-solving skills to address customer concerns and find satisfactory solutions.
• Show flexibility during busy times and help fellow co-workers as needed.
• Demonstrate the ability to multi-task.
• Continually learn and develop skills, procedures, and knowledge relevant to the position.
• Understand and make use of resources available to locate answers to product questions.
• Communicate well internally and with other departments when necessary, regarding any pertinent customer related matters.

Racquet Service

• Carefully and efficiently install strings according to racquet specifications.
• Identify possible damage or defects to racquets and / or strings and assess the necessary corrective actions.
• Repair and / or replace accessories as needed.

Requirements

• Proficient in Microsoft Office Suite.
• Demonstrate ability to learn new software applications.
• Communicate clearly and professionally during conversations.
• Demonstrate active listening skills.
• Approach problem-solving with creativity and innovation.
• Exhibit a professional demeanor in all interactions.
• Interpret and execute written and verbal instructions accurately.
• Follow directions well and gain clarification as needed.
• Adapt to new circumstances and execute multiple tasks and deadlines.
• Excellent organizational skills and attention to detail.
• Maintain focus, attention to detail effectively.
• Work independently and remain motivated.
• Recognize when to seek assistance and collaborate effectively.
• Foster a positive attitude and strong work ethic, contributing positively within a team.
• Maintain a standard of conduct that will maintain an orderly and productive workplace.
• Uphold standards of safety and cleanliness in the work environment.
• Practice good judgement in actions and decision making.
• Abide by all Sports Warehouse policies and procedures.
• Demonstrate a sense of pride in your work and represent Sports Warehouse in a favorable manner.
• Other duties deemed necessary to support daily operations of Sports Warehouse.

Work Environment - This role functions within a professional and collaborative office setting, regularly utilizing standard office equipment such as computers, tablets and phones for day-to-day tasks.

The use of racquet stringing machines and related tools / supplies may also be required to support the needs of the business.

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job :

• Regularly required to handle objects, type on a computer, use tablets and phones and computer software.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (within a few feet of the observer).
• Frequently required to sit in a stationary position for prolonged periods of time, in addition to occasionally moving about inside the building.
• May require standing for prolonged periods of time and use of hands, fingers, wrists, and arms while stringing racquets.
• Occasionally required to stoop, bend, twist, reach, kneel, crouch or climb.
• Must regularly lift and / or move objects that weigh less than ten pounds, occasionally lift and / or move items that weigh between 10 20 pounds, and rarely lift and / or move items that weigh between 20 - 50 pounds.
29 days ago