Feetures is an industry leading performance sock brand whose mission is to make products for people in motion to help them perform their best. We have a team-oriented culture where everyone's voice is valued, and everyone does what it takes to accomplish our goals. We are looking for other highly motivated people who want to make a meaningful contribution to our success.
Position Summary
The industry leading performance sock brand Feeturesis seeking a highly-motivated, detail-oriented individual to join our team and fill the critical role of Customer Service Representative.
As a company committed to engineering socks that help people achieve their personal best, the Customer Service Representative will work closely with multiple teams across the company. You will handle incoming and outgoing calls, emails and live chat. You will have excellent phone communication skills and be exceptional at multi-tasking and problem-solving. As an employee at a rapidly growing company, you'll have the opportunity to make a big impact on the business.
Your Job and the necessary skills to succeed:
Live-chat with consumers on our ecommerce site to help resolve order issues
Fields and responds to calls and messages from consumers regarding orders placed on our website
Resolves product or service issues by clarifying the complaint, determining the cause of the problem, explaining the best solution to solve the problem and expediting the correction to the problem.
Fields and responds to consumer calls and messages related to our product warranty
Processes customer exchanges/returns related to warranty
Strong interpersonal skills and the ability to deal with adverse situations positively
Accuracy in typing, spelling and grammar
Communicate with customers via phone, email and other communication channels, providing timely responses to questions and order requests and building relationships.
Complete all facets of consumer order management including new orders, revising existing orders, processing returns, providing updates and other associatedtasks
Understand the technology of our socks to help guide the customer with their questions
Qualifications:
Associate degree or equivalent combination of experience preferred.
2 + years customer service experience required
Computer proficiency: Word, Excel, Outlook and Gorgias (preferred) or other similar CRM such as Shopify and Netsuite.
Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
Excellent interpersonal skills that inspire and build trust resulting in effective working relationships.
Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
Ability to anticipate how a decision made can affect our customers, our partners our products or other departments' operations and/or morale.
Ability to understand and relate to the customer to develop loyal, engaging relationships with our customers and Feetures.
Proven ability to work effectively independently as well as with a team.
Ability to work in a fast-paced environment while maintaining a positive attitude.
Passionate about a healthy, active lifestyle
Sporting Goods experience preferred
Benefits:
Health Insurance
Dental Insurance
Vision Insurance
Life & Disability Insurance
401(k) with company match
Paid Time Off and Company Paid Holidays:
Feetures offers 20 PTO days which are available to you on day-one of employment and are available to all employees, no matter your role. After working at Feetures for 5 years, your PTO days will increase to 25 days. These days can be used for vacations, appointments, and sick days.
Additionally, Feetures offers 10 company paid holidays along with 1 floating holiday to be used at your discretion.
Perks:
Parking provided (Charotte office and onsite at Hickory office)
DEIB team
Employee Engagement team
Monthly stipend to pursue/maintain an active lifestyle