DICK’S Sporting Goods is hiring a remote Customer Service Representative (Athlete Engagement Teammate). This role serves as the second tier of customer support, answering calls and chats to create epic customer experiences. You’ll tackle tough questions and conduct in-depth investigations to resolve escalated concerns.

What You'll Do

Partner with customers over the phone or via chat to address questions and concerns.
Solve escalated Tier 2 questions, taking ownership and communicating with enthusiasm.
Build meaningful relationships through clear and empathetic communication.
Resolve challenges related to orders, payments, price adjustments, returns/exchanges, loyalty accounts, and gift cards accurately.
Utilize appropriate processes and online programs to assist customers.
Work with internal and external partners via phone, email, or chat to resolve issues.
Take ownership of significant issues, including troubleshooting technical problems and investigating potential incidents.
Travel to the Customer Service Center as needed for training and team events.
Be a positive voice within the team and offer recommendations to improve athlete experiences.

What We're Looking For

High School Diploma or Equivalent.
Less than 1 year of experience in a customer-facing role (customer service, retail, food service, hospitality; part-time okay).
Flexibility to work one weekend day per week and some holidays.
High-speed internet connection and an Ethernet port.
Ability to navigate 2 computer screens while typing and talking.

Nice to Have

A love for sports and building strong communities.
Bilingual (Spanish) to support Spanish-speaking customers.
Experience with IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight), and using loyalty and gift card platforms.

Technical Stack

Microsoft Office
TEAMS

Team & Environment

Athlete Engagement Teammates are part of the customer service call center and report to a Supervisor.

Benefits & Compensation

Compensation: $35,400.00 - $53,300.00
Competitive total rewards package that could include incentive, equity, and benefits.
Compliance with all state paid leave requirements.
Generous suite of benefits.

Work Mode

This is a remote position.

DICK’S Sporting Goods believes in how positively sports can change lives and is committed to creating an inclusive and diverse workforce that reflects the communities we serve.