We are seeking a passionate and driven customer service team member for SUN DAY RED. As a member of the SUN DAY RED Service Team, this position is focused on delivering the best customer service in the industry while maximizing all support opportunities via inbound and outbound phone, e-mail and chat activity. The role serves as the primary contact for incoming customer service questions. 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.
*This position will start as temporary, hired through a third party agency, and has the potential to become a fulltime employee based on individual performance and business needs.
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.
- Handle a wide variety of customer calls 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 CRM system (Dynamics) to record, track and manage all customer interactions.
- Attempt First Call Resolution (FCR) for all customer calls, utilizing problem solving skills and available resources.
- Maintain and enhance customer relationships by building trust and resolving issues promptly and completely.
- Work cross-functionally with internal partners (e.g. 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, upsell opportunities and effectiveness on inbound calls with customers.
- Performs other related duties and assignments as required.
Knowledge and Skills Requirements:
- Golf industry and related apparel knowledge required.
- Proven ability to work in a team-oriented, collaborative environment and establish positive cross-functional relationships within the organization.
- Active listening skills and customer service orientation required.
- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).
- Strong English written and verbal communication skills and ability to interact with all levels.
Education, Work Experience, and Professional Certifications:
- High school diploma or equivalent required (Bachelors Degree in related field preferred).
- 1+ year of experience in a 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.
TaylorMade/SUN DAY RED is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected base pay for this position is $23.00 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
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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.
