Address
SalaryWhy you would want to work on our team…
- Our Mission – Promote an active, athletic lifestyle that inspires healthy families and strengthens community relationships.
- Our Foundational Values – Talented, honest, and passionate people, working together to win, and do the right thing – every time!
- All the other stuff – great work environment, benefits, and compensation.
Our benefits package includes:
Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance
FSA (Medical and Dependent Care), HSA
Paid Vacation, Paid Holidays, Floating Holiday, and Paid Absence/Sick Time
401(k) Plan, with 3% annual Company Contribution
75% Employee discount on product
Clean, climate-controlled work environment
Casual dress code…no uniforms!
Schedule: Monday-Friday, 8:00AM-6:00PM, EST
Pay: $15.00 per hour
Customer Service Representative – Tier 1
Augusta Sportswear Brands (ASB) is conducting a search for a Customer Service Representative (CSR). This candidate will serve as the customer’s primary point of contact in a fast paced, energetic work environment. The primary goal of the CSR is to ensure a timely, accurate, efficient and empathetic experience, engaging and communicating effectively with our customers. The Customer Service Representative will be responsible for the following competencies:
Job Purpose:
As a Customer Service Representative, you will serve as the customer’s primary point of contact addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience. In this role you will manage incoming calls and Customer Service inquiries, by identifying and assessing customer needs to achieve satisfaction. This role is also responsible for taking and entering sales orders with an intense focus on accuracy. Responsibilities include providing high quality Customer Service and owning customer issues from start to finish. The CSR is a self-starter who is comfortable taking initiative, has keen problem-solving skills, and the unique ability to think on their feet. In addition, this position will provide best in class Customer Service related to order status, returns, and product inquiries.
Duties and Responsibilities:
- Provide timely and accurate information to incoming customer communications, order requests, order status and product knowledge requests over the phone or via chat. Efficient handling of all customer issues to meet departmental goals.
- Interacts with external and internal customers related to the final on-time delivery of orders.
- Efficiently and accurately enters orders for processing. Provides order entry support for other team members when appropriate.
- Demonstrates professional phone etiquette with internal and external customers. Logs in to phone queue and supports the department by answering inbound calls.
- Correctly identify a customer’s difficulty and be able to provide a solution with a minimum of direct supervision.
- Demonstrates clear, effective, and thorough email communication with internal and external customers. Emails reflect proper business email etiquette.
- Provides product specification information and product availability to assist customers with order selection and customer requirements.
- Proactively assists customers, sales reps, members of management team, or coworkers with inquiries, request for information, or resolution of complex issues.
- Provides accurate, effective, and timely communication with all business partners to communicate resolution and/or plan of action.
- Acts as support and resource for day-to-day activities within the department.
- Handle all customer calls pertaining to complaints or problems quickly and in a courteous and efficient manner utilizing tracking.
- Research and processes requests for return authorization and credits.
- Provides technical and/or product information as required to respond to customer inquiries.
- Handle customer questions, problems and complaints and provide satisfaction for these issues in the best interest of both ASB and the customer.
- Must follow through on issues to ensure customer satisfaction.
Skills / Qualifications:
- Candidates must reside within driving distance of Grovetown, GA offices to support hybrid in person work schedule.
- High school diploma or equivalent required.
- 1-2 years related professional experience.
- Excellent listening skills.
- Excellent organizational skills with the ability to prioritize work and multitask.
- Excellent telephone communication skills.
- Must be flexible and willing to accept change.
- Must be able to work in a team environment and maintain a positive attitude.
- Ability to develop strong knowledge of product offering.
- Successful candidates will possess a strong commitment to Customer Service.
- Ability to talk on the phone using a clear and audible speaking voice.
- Strong conflict resolution, critical thinking, de-escalation and problem-solving skills.
- Ability to make quick and accurate decisions under pressure.
- Excellent interpersonal skills and the ability to interrelate with the other team members.
- Ability to write concise correspondence with customers, & internal team members.
- Ability to work independently with limited supervision.
- Ability to maintain a professional demeanor at all times.
- Proficiency with Windows, Excel and Outlook e-mail.
Competencies:
Empathy, time management, active listening, communication, emotional intelligence, conflict resolution and problem-solving skills.
Teamwork:
Working together as a productive member of a cohesive group toward our common goal of providing exceptional Customer Service. Strong teams assure consistency of communication with the customer, deadlines met and everyone taking responsibility for their actions.
Physical Demands:
No physical exertion required. The person in this position needs to occasionally move about inside the office. Constantly operations a computer.
Work environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers & phones.
Augusta Sportswear provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Augusta Sportswear complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Augusta Sportswear requires all candidates to pass a pre-employment drug screen and background check.
Applicants have rights under Federal Employment Laws which can be found at the following sites by holding the Ctrl button and clicking on the link:
- Family and Medical Leave Act
https://www.dol.gov/agencies/whd/posters/fmla
- EEO
https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf
- Employee Polygraph Protection
https://www.dol.gov/agencies/whd/posters/employee-polygraph-protection-act
- E-Verify
https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf
- Right to Work
https://www.everify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf
