Customer Service and Support Representative I

Job Description

The Customer Service and Support Representative I will support both external and internal customers by assisting with product inquiries, providing order status updates, and answering questions related to customer purchases. This role requires a strong sense of urgency and a commitment to delivering excellent customer service. This position will primarily focus on either customer or store support responsibilities while also assisting the other area during high-volume periods.

Responsibilities

• Answer chats and calls from customers
• Serve as the first point of contact for Rally House customers and maintain a prompt, polite, and professional demeanor in all interactions
• Research and resolve customer order or shipping issues
• Cancel line items or orders per customer request
• Aid customers through the purchasing process when needed
• Provide best-in-class customer service to ensure a positive customer experience
• Answer chats and calls from Rally House store employees
• Research and provide answers to order and product-related questions
• Capture data from each interaction
• Report inventory discrepancies or product issues identified by store employees
• Work with the Store Support Supervisor to ensure trending information or store-level issues are communicated to the appropriate teams
• Assist management with training new hires on store support functions when required

Skills And Knowledge

• Ability to provide outstanding customer service via phone and chat
• Excellent verbal and written communication skills
• Knowledge of Rally House store operations, with prior in-store experience preferred
• Takes initiative and delivers results with a high degree of accuracy and attention to detail
• Understanding of order processes, including ISPU (In-Store Pickup) and DS (Direct Ship) orders

Qualifications

• Able to work weekdays, Saturdays, Sundays, and potentially evenings as needed
• Proven customer service experience
• 1+ year of experience in a Rally House store, retail environment, or call center preferred
• 1+ year of experience using customer service software, databases, or related tools

Physical Requirements

• Ability to operate a computer, keyboard, mouse, and other standard office equipment
• Able to clearly view and read information on a computer screen
• Occasionally lift or move items up to 15 pounds

Pay Range

$18.00 - $20.00