Customer Service Representative Jobs in Kannapolis, NC

WHILE THIS IS A HYBRID ROLE, IT REQUIRES THAT YOU SIT IN THE HICKORY OFFICE TWO DAYS A WEEK. Please do not apply for this role if you do not live within comfortable driving distance to Hickory, NC. Who We Are: Feetures is an industry leading performance sock brand whose mission is to make products for people in motion to help them perform their best. We have a team-oriented culture where everyone's voice is valued, and everyone does what it takes to accomplish our goals. We are looking for other highly motivated people who want to make a meaningful contribution to our success. Position Summary The industry leading performance sock brand Feetures is seeking a highly-motivated, detail-oriented individual to join our team and fill the critical role of Customer Service Representative. As a company committed to engineering socks that help people achieve their personal best, the Customer Service Representative will work closely with multiple teams across the company. You will handle incoming and outgoing calls, emails and live chat. You will have excellent phone communication skills and be exceptional at multi-tasking and problem-solving. Your Job and the necessary skills to succeed: Live-chat with consumers on our ecommerce site to help resolve order issues Fields and responds to calls and messages from consumers regarding orders placed on our website Resolves product or service issues by clarifying the complaint, determining the cause of the problem, explaining the best solution to solve the problem and expediting the correction to the problem. Fields and responds to consumer calls and messages related to our product warranty Processes customer exchanges/returns related to warranty Strong interpersonal skills and the ability to deal with adverse situations positively Accuracy in typing, spelling and grammar Communicate with customers via phone, email and other communication channels, providing timely responses to questions and order requests and building relationships. Complete all facets of consumer order management including new orders, revising existing orders, processing returns, providing updates and other associated tasks Understand the technology of our socks to help guide the customer with their questions Qualifications: Associate degree or equivalent combination of experience preferred. 2 + years customer service experience required Computer proficiency: Word, Excel, Outlook and Gorgias (preferred) or other similar CRM such as Shopify and Netsuite. Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication. Excellent interpersonal skills that inspire and build trust resulting in effective working relationships. Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another Ability to anticipate how a decision made can affect our customers, our partners our products or other departments' operations and/or morale. Ability to understand and relate to the customer to develop loyal, engaging relationships with our customers and Feetures. Proven ability to work effectively independently as well as with a team. Ability to work in a fast-paced environment while maintaining a positive attitude. Passionate about a healthy, active lifestyle Sporting Goods experience preferred Benefits: Health Insurance Dental Insurance Vision Insurance Life & Disability Insurance 401(k) with company match Paid Time Off and Company Paid Holidays: Feetures offers 20 PTO days which are available to you on day-one of employment and are available to all employees, no matter your role. After working at Feetures for 5 years, your PTO days will increase to 25 days. These days can be used for vacations, appointments, and sick days. Additionally, Feetures offers 10 company paid holidays along with 1 floating holiday to be used at your discretion. Perks: Parking provided (Charotte office and onsite at Hickory office) DEIB team Employee Engagement team Monthly stipend to pursue/maintain an active lifestyle Our Values: Passion: Ours is helping people who move perform their best. Authenticity: We do what we say. We say what we mean. Thoughtfulness: We care. About our people, our products, our customers, and our community. Humility: No task is too small. Improvement has no finish line. We win as a team.