Customer Service and Support Representative I

Rally House

7d•Onsite

About The Position

The Customer Service and Support Representative I will support both external and internal customers by assisting with product inquiries, providing order status updates, and answering questions related to customer purchases. This role requires a strong sense of urgency and a commitment to delivering excellent customer service. This position will primarily focus on either customer or store support responsibilities while also assisting the other area during high-volume periods.

Requirements

Ability to provide outstanding customer service via phone and chat
Excellent verbal and written communication skills
Takes initiative and delivers results with a high degree of accuracy and attention to detail
Understanding of order processes, including ISPU (In-Store Pickup) and DS (Direct Ship) orders
Able to work weekdays, Saturdays, Sundays, and potentially evenings as needed
Proven customer service experience
Ability to operate a computer, keyboard, mouse, and other standard office equipment
Able to clearly view and read information on a computer screen
Occasionally lift or move items up to 15 pounds

Nice To Haves

Knowledge of Rally House store operations, with prior in-store experience preferred
1+ year of experience in a Rally House store, retail environment, or call center preferred
1+ year of experience using customer service software, databases, or related tools

Responsibilities

Answer chats and calls from customers
Serve as the first point of contact for Rally House customers and maintain a prompt, polite, and professional demeanor in all interactions
Research and resolve customer order or shipping issues
Cancel line items or orders per customer request
Assist customers through the purchasing process when needed
Provide best-in-class customer service to ensure a positive customer experience
Answer chats and calls from Rally House store employees
Research and provide answers to order and product-related questions
Capture data from each interaction
Report inventory discrepancies or product issues identified by store employees
Work with the Store Support Supervisor to ensure trending information or store-level issues are communicated to the appropriate teams
Assist management with training new hires on store support functions when required