Customer Care Specialist

Responsibilities

• Interact directly with customers via phone, chat and email to accomplish business objectives.
• Understand the Fleet Feet mission, vision and values.
• Answer calls (phone, chat, and email) to assist customers with order fulfillment and service execution.
• Analyze and interpret customer needs while establishing rapport to provide immediate assistance through tailored solutions.
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames.
• Use creative problem solving to resolve customer issues that may arise through outstanding customer service.

Qualifications

• Passionate about creating the best customer experience and doing the right thing.
• Technologically savvy, proficient in Excel, and eager to learn new systems quickly.
• Experience with E-Commerce ticketing system. Zendesk, preferred.
• Sales experience, preferred.
• Problem-solver who enjoys challenges and takes pride in crafting the right solution.
• Excellent communicator with the ability to listen, adapt and multi-task.
• Communicate professionally with the team, staff, and customers.
• Must be willing to work weekday evenings, weekends, and major holidays (example schedule, Friday - Tuesday from 9am - 5pm EST).

Benefits

• Robust benefits package including medical, dental, vision, FSA, HSA, EAP, and more.
• 401(k) with 4% employer match and immediate vesting (available to part- and full-time employees age 21+ at company-owned stores).
• Training and advancement opportunities across the Fleet Feet brand.
• Professional development programs, including mentorship, employee resource groups, and monthly learning sessions.
• Community involvement and service initiatives supporting local engagement.
• Discounts on training programs and products.

Equal Opportunity & Reasonable Accommodations

We are an equal opportunity employer and believe having teams in which everyone brings their whole self to Fleet Feet is key to our success. We encourage people of all backgrounds, experiences, abilities, and perspectives. Our dedication to inclusion is reflected in our hiring practices, workplace culture, and community engagement.