Job Description

CORPORATE CUSTOMER SERVICE REPRESENTATIVE

MonkeySports is a high-end specialty sports retailer of Hockey, Baseball and Lacrosse equipment. We are looking for individuals with a strong friendly customer service mentality to join our Corporate Customer Service Team in Allen, TX. Ideal candidates would have service or hospitality background as well as strong personable people skills and experience in customer service. This is a call center environment, however, call center experience is not mandatory. Candidates must have strong computer skills, good grammar and correspondence, ability to multitask efficiently, be professional in handling escalated customer calls, have strong work ethic, easily adapt to changing environment and processes and work well under pressure. Ideal candidates would have knowledge and experience in one or more of our sports lines, however, it is not mandatory.

DESCRIPTION

• Call Center Customer support for multiple websites
• Order management, trouble-shooting and resolution
• Answer inbound calls as well as outbound calls to customers
• Handle live chat with customer inquiries
• Ensure each customer has an informative and positive experience
• Follow through with customers via phone/email to guarantee customer satisfaction
• Create orders for customers and assist them with any questions regarding product
• Thorough documentation and detailed notes required on every order
• Work with team members to reach expected goals
• Making sure website information is up to date and information is correct
• Create sales driven from excellent customer service
• Assist with other company needs and projects as needed

QUALIFICATIONS

• Proven customer support experience
• Strong phone professionalism and active listening ability
• Inquisitive problem-solver with excellent critical thinking skills and analytical expertise
• Excellent writing and communication skills (oral and written)
• Possess a passionate, positive and hard-working attitude
• Customer-driven personality with the ability to initiate, establish, and nurture meaningful business relationships over the phone, email and chat
• Be calm under pressure, enthusiastic, and flexible with the ability to exercise good judgment
• Strong team player and still a self-starter able to work on their own with little direct supervision
• Excellent attention to detail with the ability to identify and recommend improvements
• Proficiency with MS Office and Zendesk (or other CRM application)
• Ability to type 35-40 WPM
• Knowledge of baseball, lacrosse or hockey
• Familiar with SAP is a plus, but not necessary

SCHEDULE

• Candidates must be available Full-time. Call center hours and operations does change to meet business needs. Candidates must be available to work Monday – Saturday. Working hours M-F are 7am -3:30 pm and/or 9:30am – 6pm and Saturday 8am-3pm. Must be able to work rotating Saturdays, with a day off during the work-week when scheduled on Saturday. At times employees are required to work 6 days a week during busy season.

BENEFITS

MonkeySports offers medical, dental, vision, 401k with employer match, vacation/sick time and employee discounts.

Company Description

MonkeySports has been serving athletes around the world since 1999. We are the number one retailer of hockey equipment in the nation. We offer expert customer service and product knowledge that comes from employing players who are passionate about the game, the gear and the customer. We carry a huge selection of hockey, roller hockey, lacrosse, baseball, and softball equipment. MonkeySports has 9 established brick-and-mortar stores and 7 websites. Our online stores operate under the banners hockeymonkey.com, hockeymonkey.ca, goaliemonkey.com, lacrossemonkey.com, baseballmonkey.com, monkeyteamsports.com, and hockeymonkey.eu. We are an established leader in the Retail/E-Commerce industry and are Headquartered in Allen, Texas.