Fan Services Representative

KEEN Footwear•Portland, OR

2d•Remote

About The Position

The Fan Services Representative delivers an exceptional overall fan experience through phone, email, and live chat interactions. The role answers product questions, offers solutions tailored to individual needs, and assists fans with online orders, returns, exchanges, and warranty claims. By applying product and technical knowledge, the representative helps fans make informed purchases, reduces the risk of returns, and creates revenue opportunities for the brand. The position also contributes suggestions for improving internal processes and acts as a brand champion. This is a remote position. Candidates must maintain their primary residence and work location in one of the states listed in the posting throughout employment. The role requires flexible working hours and may at times exceed 40 hours to meet business needs. Travel is not required.

Requirements

High school diploma or GED.
Previous customer service experience; internet call center experience is preferred.
Ability to work independently with little supervision.
Ability to manage workload and time and organize responsibilities according to business needs.
Advanced verbal and written communication skills.
Flexibility in working hours; the position may at times exceed 40 hours to meet business needs.
Ability to respond empathetically to complex fan situations.
Ability to work as a team player and maintain positive working relationships.
Excellent problem-solving skills.
Attention to detail.
Positive attitude.
Ability to handle feedback from others, including peers.
Equivalent combinations of experience and education that clearly indicate the ability to perform the essential functions may substitute on a year-for-year basis.

Nice To Haves

Internet call center experience.

Responsibilities

Respond to inbound customer communications by phone, live chat, and email politely and efficiently in a fast-paced environment.
Answer fans’ product questions and provide solutions based on individual needs.
Assist fans with submitting internet orders, returns, exchanges, and warranty claims.
Provide technical and product information to help fans make informed purchases and reduce the risk of returns.
Use product and technical knowledge to create revenue opportunities for the brand.
Suggest improvements to internal processes that enhance fan experiences.
Act as a brand champion.