Customer Service Representative (REMOTE)

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Summary Description

At DICK’S Sporting Goods, our Athlete Engagement Teammates are the MVPs of our customer service call center. This role answers calls and creates epic Athlete experiences by tackling tough questions and soothing concerns while building genuine connections with our Athletes. As the second tier of customer support, Athlete Engagement Teammates are trained and empowered to build meaningful relationships while conducting in-depth investigations to resolve questions and concerns that require an elevated level of service.

Job Duties & Responsibilities

Partner with Athletes (customers) over the phone or via chat to address questions and concerns.

• Dive into our Tier 2 escalation calls and chats like a pro, by solving questions, taking ownership of concerns, and cheering on our Athletes with enthusiasm.

• Build relationships that go above and beyond the game, making each interaction matter through clear and empathetic communication.

• Tackle challenges head-on, from gear advice to order hiccups, ensuring every Athlete leaves with a smile and ensuring our Athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts and gift cards) are met accurately and efficiently.

• Be the MVP of our team by utilizing appropriate processes, online programs, and bringing positivity and passion to every shift.

Work with internal and external partners (e.g., DICK’S Sporting Goods stores, shipping companies, other Athlete Engagement Teammates) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete queue work.

Take ownership of any significant issues or uncertainties that arise during Athlete calls such as trouble-shooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information.

Required to travel to CSC as needed and to engage in training, team events and culture building initiatives. Be a positive voice within the team and offer recommendations to your supervisor on how to create better athlete experiences.

QUALIFICATIONS:

• High School Diploma or Equivalent

• <1 Year of experience in customer facing role such as customer service, retail, food service, hospitality (part-time okay)

• A love for sports and building strong communities, with a knack for sharing that passion with others

• Think fast on your feet and doesn’t get overwhelmed when thrown a curve ball

• Stellar communication skills that score big points in problem-solving

• Tech-savvy skills to navigate our systems and slam-dunk service every time

• Flexibility to adapt to different situations and play as a team player

• If Bilingual – could be called up to speak to our Spanish speaking Athletes

• Train like a champion! CSC as needed to support department initiatives.

• Willingness to work one weekend day a week (i.e., 4 weekdays, 1 weekend day) as well as some holidays, in order to support our peak business.

Technological Requirements

• High speed internet

• Microsoft Office, TEAMS

• Experience a plus for IVR (Five9), CRM or order management lookup tools, viewing tracking information (Fedex, UPS, Freight) and using loyalty and gift card platforms

• Ethernet port

• Navigate 2 computer screens while typing and talking

At DICK’S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.

To ensure a smooth and secure experience, please note the following:

• Cameras must be on during all virtual interviews.

• AI tools are not permitted to be used by the candidate during any part of the interview process.

• Offers are contingent upon a satisfactory background check which may include ID verification.

If you have any questions or need accommodations, we’re here to help. Thanks for helping us keep the process fair and secure for everyone!

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