The Customer Service Coordinator will be responsible for ensuring a positive customer experience through all channels (phone, eCommerce, email, etc.). They will oversee the incoming phone tree system, manage incoming phone calls and emails and be heavily involved in the creation and execution of customer-facing processes. They will also oversee a seasonal customer service teammates to perform the same functions.
Manage Incoming Phone and Email Traffic
Oversee the phone tree functionality to make sure it is operating efficiently for the business. Recommend adjustments based on data, customer and teammate feedback
Evaluate phone tree data to make sure all calls are being answered within a reasonable amount of time
Serve as the primary contact for incoming customer inquiries. Complete routine requests and partner with teammates to resolve all issues and answer questions (i.e. vendor PO status, tracking number inquiries, returns, etc.)
Manage Customer Experience Related to new eCommerce Platform
Serve as the primary internal contact for customer inquiries regarding the new eCommerce platform. Assist the sales team in training our customer base on the new platform.
Communicate with customers regarding any issues related to eCommerce orders to ensure completion and fulfillment of the orders
Partner with all internal departments to establish and maintain internal customer-facing processes and procedures
Compile customer feedback in an actionable manner to help guide future business processes and opportunities
3-5 years of experience, with 2-3 years in customer service, help desk, or related experience (retail oriented)
Working knowledge of web site navigation standards
Excellent written and verbal communication skills
Creative aptitude and vision to recognize, understand and respond to the needs of retail store and e-commerce customers
Excited and Passionate about Customer Service
Dick's Sporting Goods Inc