[Remote] Customer Support Specialist - Remote
Note: The job is a remote job and is open to candidates in USA. Pure Hockey is the largest retailer of hockey equipment in the U.S., and they are seeking a Customer Support Specialist to join their dynamic customer service team. The role involves serving as a key liaison between the company and its customers, resolving inquiries, and maintaining a high level of customer satisfaction.
Responsibilities
- Respond to customer inquiries promptly and professionally via phone, email, and live chat
- Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solution
- Process orders, returns, exchanges, and warranty claims accurately and efficiently
- Maintain deep knowledge of our products, promotions, and policies to assist customers effectively
- Document all customer interactions in our CRM system and escalate issues when necessary
- Collaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issues
- Strive to exceed customer expectations and contribute to customer loyalty and retention
- Identify trends in customer feedback and report them to help improve products and services
Skills
- 2+ years of experience in customer service or support role
- Experience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plus
- 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
- A passion for hockey or sporting goods is a plus but not required
Benefits
- Medical, Dental, Vision & Disability Insurance
- Life and Long-Term Disability Insurance
- Flexible Spending Plan
- 401(k) with match
- Paid Time Off
- Paid Holidays
- Parental Leave
- Employee Discount
Company Overview