Part-Time Customer Service Rep

Overview

Pro Athlete defines the CSR as the face of the organization. Our CSRs provide a "wow" experience for all customers and are available to resolve inquiries via all channels. A CSR is a product expert who ensures customers are happy at every stage of the shopping experience.

Who we are

We are Pro Athlete, Inc., an eCommerce company that creates a World Class customer and employee experience. We sell sporting goods and apparel through online platforms such as Just Bats, Just Gloves, and Just Paddles. We have a Major League caliber culture, a passion for what we do, and we love to have fun. Alignment with our Core Values is a must.

Do not apply if you don’t believe in our Core Values or don’t plan to live them out to the fullest. We receive a lot of applicants, so do your best to wow us and show the potential of joining our team.

How We Play the Game

• We live out our Core Values
• We have genuine curiosity
• We make every detail matter
• We have each other’s backs
• We take the high road
• We are operationally predictable with no surprises
• We stay connected
• We hold each other accountable
• We put our pride aside
• We create a drama-free work zone

Essential Roles & Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers and resolves all customer inquiries with quick response time.
• Available to communicate effectively with all customers via social media, phone calls, live chats, questions & answers, product reviews, and emails.
• Product expert in baseball and softball bats and gloves and any other inventory offered through our eCommerce platforms.
• Review paid-reviewing orders to reduce the number of credit card chargeback claims.
• Initiate UPS claims on lost or damaged packages.
• Walk customers through the returns process to initiate a return for a refund or exchange.
• Place orders over the phone.
• Create letters, quotes, and miscellaneous correspondence as requested or required on a case-by-case basis.
• Communicate effectively with other parts of the business to implement process improvement based on customer feedback.
• Any other duties as reasonably assigned

Position Key Performance Indicators

This position is measured using a clear, KPI-driven framework focused on service speed and service quality. Performance is reviewed weekly through a scorecard shared with the department.

• Offered-By Service Level: Measures how consistently interactions are answered within required service-level time frames
• Conversational Quality Score:
  Auto-graded evaluation of communication fundamentals, including empathy, tone, and clarity when interacting with customers
• Service Quality Score:
  Auto-graded evaluation of how effectively the CSR goes beyond basic assistance by asking questions about the player, explaining products clearly, and delivering thoughtful, well-supported recommendations

To hit a grand slam, our CSR will possess these skills too

• Customer/Client Focus
• Verbal and Written Communication Proficiency
• Detail-oriented
• Problem Solving/Analysis
• Technical Capacity
• Resourceful

Preferred Education, Experience, and Qualifications

• Successful completion of a bachelor's degree, in the process of working towards a bachelor's degree, or equivalent experience

All Jobs at Pro Athlete Require

• Core Value alignment. Our Core Values are the driving force behind how we do business and live our lives.
• Self-driven work ethic. You must be a self-starter who is resourceful, loves taking initiative and seeing things through to completion.
• Genuine curiosity and the desire to learn. We are ever-changing and need employees who are innovative and adaptable

Position Type and Expected Hours of Work

This is a part-time position that may work on-site, hybrid, or remotely. This position is expected to work their scheduled shift and must be punctual and work through the end of their shift. The current need will fill approximately 20 to 25 hours per week. We are looking for weekend coverage (Saturdays 9 AM to 5 PM and Sundays 12 PM to 8 PM), along with some evening shifts during the week.

For weekday hours, it is essential that the candidate is available to start at 4 PM.

Compensation
: $15.00 per hour

Other Duties

Pleas…