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Posted May 09
Academy Sports + Outdoors

Contact Center Customer Service Associate- Work at Home (All Shifts)

Academy Sports + Outdoors
United States of America Full Time

Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Description

Education:

  • High school diploma or equivalent required

Work Experiences:

  • 6+ months experience in a customer service related role required
  • Experience in an Omni Channel Contact Center environment preferred
  • Previous Work at Home experience preferred

Skills:

  • Team member must provide hardware setup to perform duties: definition of hardware for the Work@Home project consists of PC, two monitors, keyboard and mouse
  • Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
  • Maintain the customer’s perspective as a driving force behind activities
  • Strong analytical, problem solving and creative thinking skills
  • Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized
  • Self-motivated and able to work independently and within a team setting
  • Knowledge of customer service principles and best practices
  • Proficiency with relevant computer applications (i.e. Microsoft Office Suite), including good keyboarding skills
  • Familiarity with Academy’s product lines preferred
  • Bilingual (Spanish and English speaking) a plus

Responsibilities:

  • Answer incoming customer contacts (calls, chats, emails) in a professional manner
  • Respond to customer inquiries through multiple channels, as needed
  • Research and troubleshoot problems and provide resolutions by using available resources
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Follow-up with customers, when necessary
  • Document customer contacts, as required
  • Develop a thorough understanding of Academy policies, procedures, and safety rules
  • Duties may change; team member may be required to perform other duties as assigned

Home Office Requirements:

  • Internet
    • Broadband internet connection (Cable, DSL or Fiber) must be in place before starting
    • No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
  • Hardware Type
    • Standard x86 or x86 64-bit compatible desktop or laptop computer with camera feature; 2 monitors will be required
    • Windows XP or later
    • Intel-based MAC running MAC OS X 10.6.8 or later
  • Memory: At least 4 GB of available RAM (2 GB will be utilized for virtual desktop)
  • Speed: Minimum download speed of 5.0 MBPS
  • Virus Protection: Computer must have a verifiable anti-virus program with all updates configured
  • Headset: A USB headset with a microphone is required to be plugged into computer
  • Camera: Camera feature required on computer
  • Environment: Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.

Physical Requirements & Attendance

  • Acceptable level of hearing and vision to perform job duties
  • Adhere to company work hours, policies, procedures and rules governing professional staff behavior
  • Regular attendance required
  • Ability to work flexible hours such as evening, weekend, and holidays as necessary

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