Customer Relations Specialist
Rebel Athletic is a classic Challenger Brand. Established in 2013 by Ernst & Young Entrepreneur of the Year 2020, Karen Aldridge, to challenge the lowly conventions of the Allstar Cheer apparel market. Rebel is now the undisputed Allstar Cheer market, thought and style leader.
Over the past 8+ years, Rebel has turned heads quicker than any other manufacturer, and expanded into School and Sideline Cheer, Dance, and everyday athletic wear – all with a trademark sparkle. Rebel’s cutting-edge designs, technological innovations and unstinting focus on service, quality, choice, and value have set a new standard in an industry that was starving for something new. Rebel is the brand that everyone else follows. So, if you want to be a follower, go and work for them. If not, become a Rebel.
Summary of Position: This position is crucial to our company's success in delivering an exceptional customer experience. Team members in this role will be assigned primary and secondary areas of responsibility across multiple channels that Customer Relations is responsible for. At Rebel Athletic, CR Specialists are given autonomous, creative opportunity to take an active role in the full operations of customer experience. They will be directly involved in communicating with all types of customers, identifying customer needs, coordinating daily operational tasks with account managers in the field, auditing and resolving experience discrepancies, mediating on a long term relationship with a customer, assisting e-commerce customers by phone and email, assisting returns and special order assistance, maintaining accurate information on updated products, policies, systems and solutions, as well as daily business reporting, payment and collection assistance, as well as technical and quality support resolutions, working with all other teams as the responsible facilitator.
Duties and Responsibilities:
· Call and email resolution, customer order support, tech support, administrative assistance, and outbound call projects to customers in the order process
• Answer customer calls and concerns, effectively manage and take initiative to procure situation;
• Assist in return/exchange customer requests, keep accurate records
• Log customer calls and interactions and assigning appropriate actions as needed
• Gain core knowledge of sales operations inside the company to best deliver support to the customers
• Maximize sales revenue and shorten the process by initiating relationships for excellent customer service on existing orders with customer-base
• Take inbound inquiries and attempt to resolve through a 1-channel system
• Audit electronic forms and initiate send offs to customers daily
Qualifications:
· Ability to effectively work on multiple assignments in a fast-paced environment
· Deadline driven with ability to work independently
· Excellent verbal and written English skills to effectively interact with our customer base
· Attention to detail and follow through on projects that require repeated follow up and engagement of customers
· Task-oriented and ability to prioritize based on deadline and importance
· Customer service focused
· Hardworking, self-starter who can learn tasks quickly
· Background in Apparel, Fashion or related field preferred
· Familiarity with Salesforce/CRM systems highly desirable
· This position occasionally requires evening, weekend and holiday hours.
Working Conditions: The Customer Relations Specialist works in an office environment.