Fan Services Representative

KEEN Footwear

2h•Remote

About The Position

The Fan Services Representative role is responsible for delivering an exceptional overall fan experience via phone, email, and chat interactions.

High School Diploma or GED
Previous customer service experience and internet call center preferred.
Must be able to work independently with little supervision.
Must be able to manage their own workload, time, and organize their responsibilities within the needs of the business.
Advanced verbal and written communication skills.
Must be flexible in working hours; this is a fluid working position, at times exceeding 40 work hours, to meet the needs of the business.
Ability to respond to complex fan situations with empathy.
A team player who can maintain positive working relationships.
Excellent problem-solving skills.
Detail oriented.
Must have a positive attitude.
Must be able to handle feedback from others. Including peers.
Any equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.

Responds to inbound customer communications by phone, live chat, and email politely and efficiently within a fast-paced environment.
Answers product questions from fans and provides solutions based on individual needs.
Assists fans in submitting internet orders, returns, exchanges, and warranty claims.
Provides technical and/or product information to help fans make informed purchases and reduce the risk of return.
Leverage product and technical knowledge to create revenue opportunities for the brand.
Makes suggestions that improve internal processes and result in enhanced fan experiences.
Acts as a brand champion