Customer Care Representative

JOIN THE BEST TEAM IN SPORT & SPIRIT

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our two divisions – BSN SPORTS and Varsity Spirit – and our network of 6,000+ employees and independent representatives, we are proud to partner with a wide range of educational institutions and club and professional sports to transform the student journey in SPORT and SPIRIT.

Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth.

• Deliver efficient, professional, and empathetic service by resolving customer issues on first contact whenever possible. 
• Actively contribute to a team culture of integrity, respect, fairness, active listening. reliability, empathy, and continuous learning. 
• Be punctual and reliable.  A Customer Care Representative must maintain the standards of time and attendance established in BSN Sports’ time and attendance expectations.
• Respond timely to inbound and direct-dial calls, voicemails, emails, and chat messages, using proper etiquette and service language. 
• Navigate multiple systems such as SAP, Microsoft Office, and Gladly to support customer interactions and document resolutions. Comfortable using Ai integration tools to enhance productivity to support performance metrics.
• Provide on-demand customer service resolutions related to lost packages, inaccurate shipments, late orders, defective items, decoration quality and all other issues related to servicing the sale such as returns and exchanges.
• Communicate and collaborate with team members and leaders through Microsoft Teams, email, and department meetings various other communication methods. 
• Maintain a clear understanding of decoration and production timelines to accurately set expectations and guide customer inquiries. 
• Follow established policies and procedures while identifying opportunities for process improvements and better customer outcomes. 

• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT) 
• Response Time & Resolution Time 
• Call/Contact Quality 
• Adherence to Schedule and Attendance Standards 

• Strong verbal and written communication skills with a professional, customer-first approach. 
• Ability to multitask in a fast-paced environment while maintaining accuracy and empathy. 
• Familiarity with CRM systems (e.g., Gladly), SAP, and Microsoft Office Suite. 
• Must be punctual, dependable, and able to work flexible hours including weekends during seasonal peaks. 

• 1–2 years of customer service or contact center experience; experience in retail, sports, or e-commerce preferred. 
• Experience in club, select, high school and/or collegiate-level team sports is helpful.

Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran’s status, age or disability.