Customer Service Representative

About the role

Selkirk Sport is a leading global brand in premium pickleball equipment. We are expanding our international presence and seeking a Customer Service Representative to join our Customer Experience team.

Responsibilities

• Support Customers Across Multiple Channels – Respond to customer questions through phone, email, and ticketing platforms with professionalism, accuracy, and enthusiasm.
• Resolve Customer Concerns – Investigate issues, de-escalate challenging situations, and use sound judgment to identify effective solutions.
• Process Orders and Claims – Assist with order processing, refunds, warranty claims, and status updates while maintaining accurate customer records.
• Build Product Expertise – Develop a strong understanding of Selkirk products, policies, warranties, and internal processes to provide dependable support.
• Manage Multiple Systems – Work efficiently across ticketing platforms, CRM tools, order-management systems, and other business applications.
• Meet Service Expectations – Manage high-volume call and ticket queues while meeting established standards for response time, productivity, accuracy, and customer satisfaction.
• Collaborate Across Teams – Partner with Shipping, Accounting, Programs, and other internal teams to resolve customer needs.
• Improve Customer Service Workflows – Identify recurring concerns or process bottlenecks, maintain internal documentation, and assist with workflow improvements and automation tools.

Requirements

• Approximately 3–5 years of customer service, public-facing, or other relevant professional experience preferred.
• Strong professional communication skills, including direct phone and email support.
• Prominent ability to solve problems, take initiative, and manage routine responsibilities independently.
• Strong technical aptitude and the ability to work across multiple platforms simultaneously.
• Familiarity with ticketing systems, CRM tools, and general business applications.
• Minimum typing speed of 50 WPM with strong accuracy.
• Strong critical-thinking, reading-comprehension, and data-entry skills.
• Ability to remain professional and focused in a fast-paced, high-volume environment.
• Reliable work history and consistent attendance.

Qualifications

• Experience with e-commerce support, consumer products, sporting goods, or another related industry.
• Familiarity with AI, automation, or low-code workflow tools.
• Knowledge of pickleball or enthusiasm for the sporting community.
• Demonstrated growth or increasing responsibility in previous roles.

Skills

• Customer service skills
• Technical aptitude
• Problem-solving abilities
• Time management
• Attention to detail

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan
• Monthly Peak Fitness membership paid by the company

Pay

$18.00–$22.00 per hour

Schedule

Full-Time | Monday - Thursday 7:30 am - 5:00 pm Friday 8:00 am - 12:00 pm

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan
• Monthly Peak Fitness membership paid by the company