At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!
OVERVIEW:
Summary Description
At DICK’S Sporting Goods, our Athlete Engagement Teammates are the MVPs of our customer service call center. This role answers calls and creates epic Athlete experiences by tackling tough questions and soothing concerns while building genuine connections with our Athletes. As the second tier of customer support, Athlete Engagement Teammates are trained and empowered to build meaningful relationships while conducting in-depth investigations to resolve questions and concerns that require an elevated level of service.
Job Duties & Responsibilities
Partner with Athletes (customers) over the phone or via chat to address questions and concerns.
- Dive into our Tier 2 escalation calls and chats like a pro, by solving questions, taking ownership of concerns, and cheering on our Athletes with enthusiasm.
- Build relationships that go above and beyond the game, making each interaction matter through clear and empathetic communication.
- Tackle challenges head-on, from gear advice to order hiccups, ensuring every Athlete leaves with a smile and ensuring our Athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts and gift cards) are met accurately and efficiently.
- Be the MVP of our team by utilizing appropriate processes, online programs, and bringing positivity and passion to every shift.
Work with internal and external partners (e.g., DICK’S Sporting Goods stores, shipping companies, other Athlete Engagement Teammates) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete
Take ownership of any significant issues or uncertainties that arise during Athlete calls such as trouble-shooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information.
Engage in team events and culture building initiatives. Be a positive voice within the team and offer recommendations to your supervisor on how to create better athlete experiences
QUALIFICATIONS:
- High school diploma or equivalent
- <1 Year of experience in a customer-facing role such as customer service, retail, food service, hospitality (part-time okay)
- High-speed internet
- Ethernet Port
- Microsoft Office, TEAMS
- Experience a plus for IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight) and using loyalty and gift card platforms
Knowledge, Skills, & Abilities
- A love for sports and building strong communities, with a knack for sharing that passion with others
- Stellar communication skills that score big points in problem-solving
- Flexibility to adapt to different situations and play as a team player
- Think fast on your feet and doesn’t get overwhelmed when thrown a curve ball
- Tech-savvy skills to navigate our systems and slam-dunk service every time
- If Bilingual – could be called up to speak to our Spanish speaking Athletes
- Willingness to work one weekend day a week (i.e., 4 weekdays, 1 weekend day) as well as some holidays, in order to support our peak business.
- Train like a champion! Mandatory training sessions are scheduled 8 am – 5pm (ET) Monday through Friday for the first 3 weeks of joining the team.
#LI-SL1Targeted Pay Range: $35,400 – $53,300. This is part of a competitive total rewards package that could include other components such as: incentive, equity and benefits. Individual pay is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all teammate pay regularly to ensure competitive and equitable pay.DICK’S Sporting Goods complies with all state paid leave requirements. We also offer a generous suite of benefits. To learn more, visit www.benefityourliferesources.com.