Customer Care Specialist

Overview
Our Customer Care Specialist is ready to take our customer experience to the next level. This person will put people first and foremost radiate positivity. Responsible for managing the customer experience through our Fleet Feet online store and app. This position will work directly with the E-Commerce, Operations team, and Stores to troubleshoot and resolve customer questions, concerns, and feedback. They must have a solid understanding of Excel and data manipulation/analysis and a proven track record of using technology to improve efficiencies and processes. They are patient and have strong listening skills. Above all, they are constantly seeking to provide an extraordinary customer experience. This position is a remote position.
We believe Running Changes Everything . If you believe that, too, we want to talk. With more than 270 stores and a robust e-commerce site, Fleet Feet is the largest running retailer in the country. Catering to more than runners, we pride ourselves on having an inclusive environment! We believe it's a privilege to serve and remain committed to delivering unmatched service and support when outfitting customers in everything they need to have a successful run, whether that's introducing them to their new favorite running shoes, socks, or gear, or inviting them to our next training program run. We like to keep things high-spirited, fast-paced, and fun. We don't mind wearing more than a few hats and stepping in to help out wherever is needed. We are a group of knowledgeable and hardworking individuals who work, sweat, and live passionately. We run together to solve a problem, reach a goal, get encouraged, and champion our brand every single day. We are in full pursuit to find hardworking people to join us on our quest and bring our core values to life.
Responsibilities

• Interact directly with customers via phone, chat and email to accomplish business objectives
• Understand the Fleet Feet mission, vision and values
• Answer calls (phone, chat, and email) to assist customers with order fulfillment and service execution
• Analyze and interpret customer needs while establishing rapport to provide immediate assistance through tailored solutions
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames
• Use creative problem solving to resolve customer issues that may arise through outstanding customer service

Qualifications

• Passionate about creating the best customer experience and doing the right thing
• Technologically savvy, proficient in Excel, and eager to learn new systems quickly,
• Experience with E-Commerce ticketing system. Zendesk, preferred
• Fleet Feet experience, preferred
• Sales experience, preferred
• Problem-solver who enjoys challenges and takes pride in crafting the right solution
• Excellent communicator with the ability to listen, adapt and multi-task
• Communicate professionally with the team, staff, and customers
• Must be willing to work weekday evenings, weekends, and major holidays (example schedule, Friday - Tuesday from 9am - 5pm EST)
• Builds and maintains trust by using good judgment
• Passionate, positive, self-motivated and detail-oriented
• Collaborative and customer-centric
• Willing to go above and beyond when needed
• Support all Fleet Feet initiatives, activities, and functions

Perks:

• High energy and fun atmosphere
• Training and advancement opportunities within the Fleet Feet brand
• Exciting professional development opportunities, including a mentorship program, talent development initiatives, employee resource groups, a monthly learning opportunities on diverse topics.
• Robust benefits package (medical, dental, vision, FSA, HSA, Employee Assistance Program, and more)
• 401(k) Retirement Plan for all part and full-time employees (Age 21+) with 4% employer matching and immediate vesting (company-owned stores)
• Community involvement and community service activities
• Training Program and Product Discounts
• Passionate team members
• Check out our Fleet Feet Benefits Summary for full-time employees averaging 30+ hours/week at company-owned stores

We are an equal opportunity employer and believe having diverse teams in which everyone brings their whole self to Fleet Feet is key to our success. We welcome people of different backgrounds, experiences, abilities and perspectives. That is why we value diversity and inclusion in our hiring practices, our culture, and our engagement with the community. Learn more about our Diversity, Equity and Inclusion initiatives.
Additional Requirements: Position requires occasional moving around with light (1-10lbs.) carrying, lifting, pushing or pulling. The position needs to occasionally move about inside the office to access files, office equipment, etc. The position is mostly sedentary and requires the employee to have close visual acuity to perform job requirements. The position requires frequent communication with team members and repetitive motion with the hands, wrists and/or fingers while constantly utilizing a computer. This position is located within an office environment and is not substantially exposed to adverse environmental conditions.
Fleet Feet utilizes E-Verify in all corporate and company-operated stores as part of the hiring process.