Seasonal Customer Service and Support Representative

Rally House

3d•$18 - $20

About The Position

The Customer Service and Support Representative I supports external and internal customers by assisting with product inquiries, providing order status updates, and answering questions about customer purchases. The role requires a strong sense of urgency and a commitment to excellent customer service. The position primarily focuses on either customer support or store support, while assisting the other area during high-volume periods. Customer support includes responding to customer chats and calls, resolving order and shipping issues, processing requested cancellations, and helping customers with purchases. Store support includes responding to store employees’ questions, researching order and product information, capturing interaction data, and reporting inventory discrepancies or product issues. The representative also helps communicate recurring trends and store-level issues to appropriate teams and may assist management in training new hires on store support functions.

Requirements

Proven customer service experience.
At least one year of experience using customer service software, databases, or related tools.
Ability to provide outstanding customer service by phone and chat.
Excellent verbal and written communication skills.
Initiative and the ability to deliver accurate results with attention to detail.
Understanding of order processes, including ISPU (In-Store Pickup) and DS (Direct Ship) orders.
Ability to work weekdays, Saturdays, Sundays, and potentially evenings as needed.
Ability to operate a computer, keyboard, mouse, and other standard office equipment.
Ability to clearly view and read information on a computer screen.
Ability to occasionally lift or move items up to 15 pounds.

Nice To Haves

Knowledge of Rally House store operations; prior in-store experience is preferred.
At least one year of experience in a Rally House store, retail environment, or call center is preferred.

Responsibilities

Answer chats and calls from customers.
Serve as the first point of contact for Rally House customers, maintaining a prompt, polite, and professional demeanor.
Research and resolve customer order or shipping issues.
Cancel line items or orders at customers’ request.
Assist customers with the purchasing process when needed.
Provide excellent customer service to support 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 communicate trends and store-level issues to appropriate teams.
Assist management with training new hires on store support functions when required.