Customer Service Representative

About the role

Sparx Hockey is seeking a Customer Service Representative to join our Customer Experience team. This individual will be responsible for delivering best-in-class customer service via phone, email, and live chat. The ideal candidate is enthusiastic with strong interpersonal skills and attention to detail. Sparx Hockey is a fast-paced environment where company culture is critically important – we work as a team, and we look for team players.

Responsibilities

• Provide top-notch customer support in a timely, efficient manner via phone, email, and live chat
• Answer questions about products, pricing and availability
• Offer support for troubleshooting and resolving issues related to product functionality and performance
• Maintain a clean and accurate database for product returns, exchanges, and repairs, ensuring all records are up-to-date and facilitating effective tracking and resolution of customer concerns
• Maintain and constantly improve working knowledge of company products and services
• Be available to respond to customer inquiries on nights and weekends
• Assist in order management and additional tasks as needed

Qualifications

• Passion for providing excellent customer service and a proactive approach to addressing customer needs and concerns
• Exceptional attention to detail with a commitment to delivering accurate and thorough work
• Ability to thrive in a fast-paced environment and adapt to changing priorities and processes
• Bachelor's Degree and/or equivalent experience in Customer Success, Customer Support, Sales, Corporate Communications, Business Development or Account Management or related field
• Excellent written, verbal, and phone communication skills, with the ability to adapt conversations for technical and non-technical customers
• Proficient in Microsoft Word and Excel

Skills

• Database Experience (preferred)
• Experience with hockey – either as a player, coach, or parent (preferred)

Benefits

• Health, Dental, Vision, 401(k) with employer match
• Generous PTO
• Hybrid schedule – Tues/Weds/Thurs in office, Mon/Fri at home