Help Hub Customer Service Representative (Level 1) Seasonal Staffer en SPORTS BASEMENT INC

Description

Reports to: HH Lead, HH Asst. Manager, HH Sr. Manager, and Special Operations Manager.

Compensation: $16-$19 an hour, non-exempt position. Specific starting wages are dependent on location and experience.

Job Type: PT/FT - 20 hours minimum.

Who we are:

Join Sports Basement, a sporting-goods retailer specialized in being a hub for the community, selling the best brands with basement prices, and giving back to the community since 1998. From a one-off shop in a San Francisco warehouse open only on the weekends to 12 fully stocked Bay Area locations and a recently opened OC location. We’ve added a rentals program, developed full-blown ski shops and bike shops in house, and even created SportsBasement.com geared for your gear needs. We've grown up quite a bit since 1998. Thanks to you, we're incredibly proud of the company we are today. 

Our Mission:

We strive to help those communities shine a little brighter, be a little greener, and make our shared outdoor and indoor spaces more fun and accessible for everyone. At the end of the day we know that your gear is more than just stuff, and we're more than just a store.

Core Values: It's all been said before: We care about the customer, the community, the environment, etc. These are common values by which most companies try to abide. We are different because of how we prioritize and execute these values every day.

• Couches before profit
• Economical vs. Extravagant
• Volunteer vs. Donate
• Proximity vs Productivity
• O.K. is not O.K.
• Doers vs. Degrees
• Creativity before efficiency
• Autonomy before rules
• YES! vs. NO
• Safety before speed

Full Description Summary: Behind every digital and phone correspondence is a customer, and just like in person, we need to create the best possible experience. The Help Hub Team is responsible for ensuring that the entire customer interaction is guided and supported from start to finish. Our Help Hub is located at our Berkeley store, but this can also be at any location, or a remote role if that is what would suit you best.  A Help Hub Hamster’s main role is online customer care and information retrieval to deliver WOW customer experiences over phone, email, and chat. You will also communicate with the stores via email or calls. Depending on the needs of the department, other duties may be assigned from time to time.

What you’ll do

Apply Core Values

• Implement company core values, policies, procedures, and safety measures.
• Demonstrate the SB value “OK is not OK” in all aspects of your role.
• Demonstrate good judgment in all situations.
• Hustle throughout your shift in a fast-paced environment.
• Remain positive in challenging situations and offer creative solutions to problems.

Help Hub Hamster Duties

• Understand the types of products, brands, services, and programs Sports Basement (SB) offers.
• Ensure a continuous smooth operation for Sports Basement.
• Apply “WOW” customer service in all aspects of customer interactions via email and chat.
• Utilize Kustomer, Shopify, SAP, Sales Saver, Logs, and UPS/USPS tracking to execute a variety of problem-solving for customer orders and/or purchases.
• Apply best practices to ensure a seamless customer and store staff experience.
• Handle tickets including Basementeer, Marketing, Receipt Management, Sales, and Reviews.
• Complete the Hamster Checklist to understand the Help Hub.

Customer Experience & Product Knowledge

• Consistently execute the customer service role well by providing outstanding (WOW!) customer service.
• Utilize SB tools to create WOW experiences (Sales Saver, JSY, LYP, Kustomer, Shopify).
• Actively use the website as well as all programs available to you.
• Effectively communicate all that Sports Basement offers to customers and staff.

Staff Experience

• Work with the supervising manager to learn and understand department goals.
• Maintain open communication with fellow staff and customers. 
• Work effectively as a team and independently with little supervision from the supervisor to accomplish daily goals.
• Other duties may be assigned from time to time.

Qualifications

• Previous retail or industry experience. A desire to grow into a leadership role.

• Passionate sports or outdoor enthusiast is a plus.

• Ability to create a WOW experience for every customer.

• Strong verbal and written communication with customers and staff.

• Attention to detail.

• Basic computer skills.

• Flexibility and adaptability as your role day to day might change.

• Time management skills and problem-solving skills

• Internal Candidates: Awareness of business tools that are pertinent to your zone/department: including but not limited to Google Docs, Shopify, POS systems, Winterstieger, Sales Saver, Lightspeed and Fiori (training available on these software platforms).

• Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas).

Sports Basement is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, martial status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (Includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.