Full-time Customer Service Rep - Evenings & Weekends
At Pro Athlete, the CSR is the face of the organization. Our CSRs provide a "wow" experience for all of our customers and are available to resolve any and all customer inquiries via all channels of interaction. A CSR is a product expert and also has the full ability to make sure all customers are happy at every stage of the shopping experience. This position must be located in Missouri or Kansas.
About Us
We are Pro Athlete, Inc., an eCommerce company specializing in creating a World Class customer and employee experience. We sell sporting goods and apparel through various online platforms such as JustBats, JustGloves, JustPaddles, and Field General. We have a Major League caliber culture, a passion for what we do, and we love to have fun. Alignment with our Core Values is a must.
Core Values
- We live out our Core Values
- We have genuine curiosity
- We make every detail matter
- We have each other's backs
- We take the high road
- We are operationally predictable with no surprises
- We stay connected
- We hold each other accountable
- We put our pride aside
- We create a drama-free work zone
- We never get complacent
Responsibilities
- Answers and resolves all customer inquiries with quick response time.
- Available to communicate effectively with all customers via social media, phone calls, live chats, questions & answers, product reviews, and emails.
- Product expert in baseball and softball bats and gloves and any other inventory offered through our eCommerce platforms.
- Review paid-reviewing orders to reduce the number of credit card chargeback claims.
- Initiate UPS claims on lost or damaged packages.
- Walk customers through the returns process to initiate a return for a refund or exchange.
- Place orders over the phone.
- Create letters, quotes, and miscellaneous correspondence as requested or required on a case-by-case basis.
- Communicate effectively with other parts of the business to implement process improvement based on customer feedback.
- Any other duties as reasonably assigned.
Key Performance Indicators
This position is measured using a clear, KPI-driven framework focused on service speed and service quality. Performance is reviewed weekly through a scorecard shared with the department. Key performance metrics include:
- Offered-By Service Level: Measures how consistently interactions are answered within required service-level timeframes
- Conversational Quality Score: Auto-graded evaluation of communication fundamentals, including empathy, tone, and clarity when interacting with customers
- Service Quality Score: Auto-graded evaluation of how effectively the CSR goes beyond basic assistance by asking questions about the player, explaining products clearly, and delivering thoughtful, well-supported recommendations
Skills
- Customer/Client Focus
- Verbal and Written Communication Proficiency
- Attention to Detail
- Problem Solving/Analysis
- Technical Capacity
- Resourcefulness
Qualifications
- Successful completion of a bachelor's degree, in the process of working towards a bachelor's degree, or equivalent experience
- Core Value alignment
- Self-driven work ethic
- Genuine curiosity and the desire to learn
Schedule
This is a full-time position expected to work approximately 40 hours per week. The schedule includes four shifts during the week (1 PM to 9 PM) and one weekend shift on Saturday (9 AM to 5 PM) or Sunday (12 PM to 8 PM).
Pay
$15.00 per hour plus perks and benefits.