Customer Support Specialist
$41,600–$62,400 year
HybridHolliston, Massachusetts, United States
Holliston, Massachusetts, United StatesHybridFull Time$41,600–$62,400 yearLarge
Full TimeLarge
Job Summary
Respond to customer inquiries promptly via phone, email, and live chat while resolving product or service issues by clarifying complaints and finding solutions. Process orders, returns, exchanges, and warranty claims accurately, maintaining deep knowledge of products, promotions, and policies. Document all interactions in the CRM system, escalate issues as needed, and collaborate with internal teams like shipping and inventory to ensure timely resolution. Identify trends in customer feedback to help improve products and services. Must work one weekend day and some holidays.
Required Qualifications
- 1+ years of experience in customer service or support role
- Must be able to work one weekend day and some holidays
- Advanced sense of integrity and commitment to customer satisfaction
- Demonstrated passion for excellence with respect to treating and caring for customers
- Strong phone, verbal & written communication skills along with active listening
- Pleasant, patient, and friendly attitude
Desired Qualifications
- Experience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plus
- A passion for hockey or sporting goods is a plus but not required
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