Lead Consumer Experience Representative

Wilson Sporting Goods Co. • TN

92d • $55,000 - $60,000

About The Position

The Lead Consumer Experience Representative is responsible for being a leader to existing and new temporary staff. This role assists staff with their daily tasks as well as resolve consumer issues by providing a high level of service to our internal and external partners on the Team.Shop platform. This is a hybrid position based in Sparta, TN. The Consumer Experience Team is responsible for providing a high level of service to our internal and external partners on the Team.Shop platform. Team.Shop is one of the fastest growing areas of our business and as part of this team, the consumer experience representatives are responsible for creating a seamless after-sales experience for our consumers, players, and coaches along with assisting with order placement and log in troubleshooting. The Team.Shop Consumer Experience rep also provides support for our sales team, production personnel, and developers as the consumer advocate for pre and post sales needs.

Requirements

• High School Diploma
• 2 years of experience in customer service, preferably in a call center environment
• Must be proficient with Microsoft Office (Excel, Word, Outlook, PowerPoint)
• SAP, Salesforce, and Magento experience required
• Experience handling call escalations

Nice To Haves

• Excellent problem-solving skills
• Able to multi-task
• Excellent organizational skills
• Must be an exceptional communicator
• Ability to maintain composure in high-pressure situations
• Great attention to detail
• Must be an approachable and helpful leader who leads by example
• The ability to remain polite, professional and friendly to customers at all times
• Dependable Team player

Responsibilities

• Motivating and training team members
• Assist the manager with daily operations including the development, analyses and implementation of staffing, training, and scheduling
• Contribute to and/or lead special projects and continuous process improvement initiatives
• Support automation for consumer experience activities and identify pain points within the team; collaborate with the manager to develop solutions in providing overall better consumer experience for the team and consumers
• Monitor email queue and assist as needed. May be asked to assist with escalated phone calls
• Respond to online communication via appropriate channels
• Provide support to the team by answering questions and resolving issues
• Serve as the primary contact for customer escalations, including resolving issues and assisting with escalated phone calls
• Process returns and related issues
• Participate in group meetings regarding customer case trends and workload

Benefits

• Paid time off for part- and full-time employees
• Education reimbursement
• Medical, dental and vision
• 401(k) with company match
• Life insurance
• Paid parental leave
• Professional development opportunities
• Volunteering programs
• Discounts on Wilson and Amer Sports products

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees