Customer Service and Support Representative I

Rally House is a specialty retail store that carries all things local. We are looking for people who enjoy working for a growing organization, as we currently operate 300+ stores nationwide, with many more to come. You will enjoy an exclusive store discount when you join our team, as well as a competitive benefits package with flexible PTO, 401(k) match, parental leave, paid holidays, and continued development opportunities as we grow our company. We don't just provide jobs; we provide careers. Apply today and be part of our growth.

Job Description

The Customer Service and Support Representative I will report to the Customer Service and Support Manager. The primary focus of this role is to support our external and internal customers, including helping locate products, providing status updates on orders, and answering customers' purchase questions. It is important that this role acts with a sense of urgency. Work will be performed via phone calls or live chats. The candidate will focus on one set of responsibilities-either customer or store-and support the other in an overflow capacity during high-volume times.

Responsibilities
Customer Support Responsibilities
- Answer Chats and Calls from customers.
- This is the first point of contact with Rally House so you are acting as the face of the company. You will need to be prompt, polite, and professional in all interactions with the customer.
- Research and resolve order issues or shipping issues for the customer.
- Cancel line items or orders per customer's request.
- Will need to walk the customer through making a purchase when needed.
- Our goal is to provide best in class service to our customers.

Store Support Responsibilities
- Answer Chats and Calls from RallyHouse store employees.
- Research and provide answers to order and product related questions.
- Capture data from each interaction.
- Report inventory discrepancies or product issues as notified from store employees.
- Work with Store Support Supervisor to make sure trending information or problems at the store level are reported to the appropriate teams.
- When required help manager in training new hires store support functions.

Skills and Knowledge
Aptitude for interpreting retail data and applying solutions as problems arise, Detail oriented, Proven track record of delivering an exceptional customer experience, deliver results while controlling shrink and payroll., Strong math skills

Qualifications

Qualifications
Proven working experience in customer service. One year of experience in a Rally House store, retail store, or call center is a plus. One year of experience with customer service software, databases, and tools.

Physical Requirements
Required to stand or sit; talk or hear, both in person and by telephone; use hands to finger, handle, or feel objects or controls; reach with hands and arms. Occasionally required to stoop, kneel, bend, crouch, and lift up to 10 pounds to configure computer equipment.

$18.00 - $20.00

Hourly