Academy® Sports + Outdoors is one of the nation’s largest sporting goods and outdoor retailers. It’s no surprise that we not only know how to create experiences for our customers, but for our team members as well. Understanding our people and the things that matter to them the most has been at the core of the Academy® culture for over 80 years. With more than 20,000 team members, we take pride in creating a workplace environment that values hard work, commitment, and growth.
JOB DESCRIPTION
Responsibilities:
- Answer incoming customer contacts (calls, chats, emails) in a professional manner
- Respond to customer inquiries through multiple channels, as needed
- Research and troubleshoot problems and provide resolutions by using available resources
- Provide customers with product and service information
- Identify and escalate priority issues
- Follow-up with customers, when necessary
- Document customer contacts, as required
- Develop a thorough understanding of Academy policies, procedures, and safety rules
- Duties may change; team member may be required to perform other duties as assigned
Home Office Requirements:
- Internet
- Broadband internet connection (Cable, DSL or Fiber) must be in place before starting
- No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
- Speed: Minimum download speed of 5.0 MBPS (preferably 75+)
- At least 4 GB of available RAM
- Data Usage 1024 GB (1 Terabyte)
- Hardware
- 1 compatible headset, two monitors, keyboard, mouse and a computer system will be provided
- Environment
- Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.
Physical Requirements & Attendance
- Acceptable level of hearing and vision to perform job duties
- Adhere to company work hours, policies, procedures, and rules governing professional staff behavior
REQUIRED SKILLS
Education:
- High school diploma or equivalent required
Work Experiences:
- 6+ months experience in a customer service-related role required
- Experience in an Omni Channel Contact Center environment preferred
- Previous Work at Home experience preferred
Skills:
- Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
- Maintain the customer’s perspective as a driving force behind activities
- Strong analytical, problem solving and creative thinking skills
- Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized
- Proficiency with relevant computer applications (e.g., Goggle Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos)
- Ability to toggle multiple web browsers, with dual monitors
- Excellent keyboarding skills
- Self-motivated and able to work independently and within a team setting
- Knowledge of customer service principles and best practices
- Familiarity with Academy’s product lines preferred
- Bilingual (Spanish and English speaking) a plus
How to Apply
