Customer Experience Representative

Brief Description

Responsible for handling inbound customer inquiries via telephone, chat, and written correspondence. Investigates and resolves customer questions, issues, complaints or concerns. Coordinates with resources to resolve issues, as needed, and communicates the resolution to the customer. Backfills for order taking, customer order entry and execution of sales related projects. Provides effective service for customers by utilizing and maintaining in-depth knowledge of company products and programs.

About Unrivaled Teamwear

Unrivaled Teamwear serves as the parent company of Champion Teamwear, Gear for Sports, and Knights Apparel, each an industry leader in the sports and team apparel space. Our family of brands know what goes into great decorated garments, using top-quality fabrics and offering creative decoration options. Each brand offers customers a premier selection and exceptional service for all their sportswear needs, from t-shirts and caps to fleece, performance wear, and outerwear.

Job Responsibilities

• Performs in a professional and polite manner with every customer by assisting them with their questions and concerns regarding placed orders or products, via phone, chat, email, voicemail, and other Champion Teamwear communication methods, as needed.
• Expands existing accounts by making new contacts, upselling products the customer is not currently using and enquiring about future needs or purchases.
• Follows up on orders when necessary to ensure timely delivery.
• Investigates and resolves customer questions and complaints.
• Partners with supporting departments to ensure continuous customer satisfaction.
• Communicates with appropriate staff or supervisor when concerns or issues arise.
• Collaborates with Sales Representatives to ensure returned products are accurately processed to customer’s accounts.
• Assists customers with all web-based tools, including TeamStore and Coach’s Assistant.
• Stays logged into phone and chat systems to handle inbound customer volume.
• Drives enhanced customer satisfaction by notifying customers of order concerns including delays, backorders, and missing credit or art approval.
• Completes position specific training plan and engages in continuous development utilizing training sessions and personal development plan.
• Consistently records customer interactions and activities in Salesforce to provide transparency to sales floor.
• Provides back up to Sales via telephone, chat, projects, and order entry, as necessary.
• Demonstrates knowledge of company standard operating procedures in all areas related to Customer Service and Sales.

Minimum Qualifications

• High School Diploma or equivalent
• 6 months to a year of related customer service experience preferred.
• Strong computer skills, working knowledge of MS Office (Word, Excel, Outlook)
• Ability to effectively communicate with customers, resolving issues while maintaining the highest standards of empathy and compassion for customers’ needs and concerns.
• Ability to work with limited supervision being highly self-motivated.
• Resourceful and well organized, works well under pressure.
• Ability to effectively multi-task and adapt to fast paced environment.
• Strong interpersonal, written, communication and organizational skills.
• Able to work independently as well as in a team environment.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the associate. Other duties will be assigned as needed.

EOE/AA: Minorities/Females/Veterans/Disabled

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as participate in E-Verify.