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Answer incoming customer contacts (calls, chats, emails) in a professional manner
Respond to customer inquiries through multiple channels, as needed
Research and troubleshoot problems and provide resolutions by using available resources
Provide customers with product and service information
Identify and escalate priority issues
Follow-up with customers, when necessary
Document customer contacts, as required
Develop a thorough understanding of Academy policies, procedures, and safety rules
Duties may change; team member may be required to perform other duties as assigned
Requirements:
High school diploma or equivalent required
6+ months experience in a customer service-related role required
Experience in an Omni Channel Contact Center environment preferred
Previous Work at Home experience preferred
Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
Maintain the customer’s perspective as a driving force behind activities
Strong analytical, problem solving and creative thinking skills
Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized
Proficiency with relevant computer applications (e.g., Google Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos)
Ability to toggle multiple web browsers, with dual monitors
Excellent keyboarding skills
Self-motivated and able to work independently and within a team setting
Knowledge of customer service principles and best practices
Familiarity with Academy’s product lines preferred
Bilingual (Spanish and English speaking) a plus
Benefits:
Internet Broadband internet connection (Cable, DSL or Fiber) must be in place before starting.
No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
Speed: Minimum download speed of 5.0 MBPS (preferably 75+)
At least 4 GB of available RAM
Data Usage 1024 GB (1 Terabyte)
Hardware 1 compatible headset, two monitors, keyboard, mouse, ethernet cord and a computer system will be provided
Environment Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.
