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.
WORK TYPE: Remote
LOCATION DETAILS: United States
PAY RATE: $21.25-23 per hour
Pay rate will vary based on criteria such as education, experience and qualifications of the applicant, location, internal equity, and alignment with the market.
HOW YOU WILL MAKE AN IMPACT
As a Customer Care Representative II for Club/Select at BSN SPORTS, you’ll be a key part of the team that keeps our athletes, coaches, and families informed, supported, and ready to play. By providing fast, friendly, and accurate service, you’ll help ensure every customer feels heard and valued—especially during those critical moments leading up to game day.
Your role will go beyond answering questions—you’ll be a trusted guide for customers navigating order timelines, personalization details, and delivery expectations. With each interaction, you’ll strengthen customer loyalty and reinforce our commitment to service excellence. Whether you’re solving an issue, setting clear expectations, or simply offering a kind word, your attention to detail and team-first mindset will make a real difference in how our customers experience BSN SPORTS.
WHAT YOU WILL DO
Deliver efficient, professional, and empathetic service by resolving customer issues on first contact whenever possible.
Provide timely and accurate support regarding order status, returns, exchanges, late shipments, product issues, and other service needs specific to individual team store orders.
Respond 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.
Understand the unique needs of Club/Select sports customers, including product personalization, delivery deadlines, and seasonal priorities.
Communicate and collaborate with team members and leaders through Microsoft Teams, email, and department meetings.
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.
Actively contribute to a culture of integrity, reliability, empathy, and continuous learning.
Performance Metrics (KPIs)
First Contact Resolution (FCR)
Customer Satisfaction Score (CSAT)
Response Time & Resolution Time
Call/Contact Quality
Adherence to Schedule and Attendance Standards
QUALIFICATIONS
Knowledge/Skills/Abilities
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.
Passion for team sports or personal experience with Club/Select programs is a plus.
Must be punctual, dependable, and able to work flexible hours including weekends during seasonal peaks.
Education/Experience
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. Largely a sedentary role with some filing requiring the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. The ability to sit or stand for long periods through meetings and while operating office equipment, PC’s, laptop, telephone will be required.
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.
