The position of Specialist Customer Service is focused on delivering the best customer service in the industry by providing excellent customer service through the full use of technical, administrative, organizational, and interpersonal skills while maximizing all support opportunities via inbound and outbound phone, email, and chat activity. The role serves as the primary contact for incoming customer service questions from both our wholesale and e-commerce customers. Each Customer Service Specialist is expected to have a strong understanding of product offerings and sales programs in addition to a working knowledge of the appropriate operating systems. This position works in a highly collaborative, relational team environment where accountability and ownership for results is paramount.
Essential Functions and Key Responsibilities:
- Project a positive, helpful attitude by being an active listener while attending to multiple tasks and responsibilities.
- Actively participate in team atmosphere to achieve department and company goals.
- Process a wide variety of customer calls, emails, and chats to answer questions and/or identify service needs.
- Process appropriate action including inputting of orders, initiation of warranty/repairs, initiation of credits/returns, etc.
- Utilize Salesforce programs to manage orders and resolve any customer issues.
- Utilize CRM system (Dynamics) to record, track and manage all customer interactions.
- Attempt First Call Resolution (FCR) for all customer calls, utilizing critical thinking skills, and available resources.
- Maintain and enhance customer relationships by building trust and resolving issues promptly and completely.
- Work cross-functionally with internal partners (i.e credit, Shipping) to identify problems, make order adjustments, recommend process changes or solutions to achieve the best results.
- Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources.
- Maximize time, upselling opportunities, and effectiveness on inbound calls with customers.
- Performs other related duties and assignments as required.
Knowledge and Skills Requirements:
- Golf industry and/or apparel knowledge required.
- Fluency in English language with strong written and verbal communication, interpersonal and persuasion skills are required.
- Active listening skills and customer service orientation mandatory.
- Excellent communication, interpersonal and influencing skills.
- Ability to work across teams and manage priorities to accomplish multiple tasks is required.
- Individuals must work cooperatively and establish positive cross-functional relationships within the organization.
- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).
Education, Work Experience, and Professional Certifications:
- Highschool Diploma or equivalent required (bachelor’s degree in related field preferred)
- Prior experience in customer service environment required.
Work Environment / Physical Requirements:
- Normal office conditions with extensive computer and phone usage.
- Ability to work extended hours as necessary.
- Able to work efficiently and accurately in an atmosphere of frequent interruption.
- Light physical effort equal to frequent lifting or moving of lightweight materials.
The expected starting base pay is $21.50 per hour. This position will be staffed through our temp agency. The expected duration of the position is 6 months.
TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.
