Customer Care Representative Phone and Digital Support

Fleet-Farm; Menasha (WI); On-site; USD 38,000 - 47,000; Full time

Job summary

Fleet Farm is seeking a Customer Care Representative – Phone & Digital Support to join our team at the corporate office in Appleton, WI. You will help customers by phone and email, research concerns, and own the resolution from start to finish.

You’ll handle inquiries about orders, shipments, products, promotions, Fleet Rewards, and store information while delivering a professional, empathetic experience. Training and a collaborative environment are provided.

Qualifications

• Previous customer service experience is preferred.
• Strong verbal and written communication.
• Ability to research information and find solutions.
• Comfortable using multiple computer systems and screens.

Responsibilities

• Respond to inbound customer contacts via phone and email.
• Assist customers with online orders, order status, shipping, and promotions.
• Listen to concerns, ask questions, and identify solutions.
• Take ownership of issues and follow through to resolution.
• Maintain high accuracy and documentation of interactions.
• Work with stores and internal teams to resolve questions.

Skills

Customer service experience

Communication skills

Problem solving

Multitasking

Tech-savviness

Education

High school diploma or equivalent

Job description

Customer Care Representative Phone and Digital Support

Locations

Showing 1 location

Corporate Office
2401 S Memorial Dr
Appleton, WI 54915, USA

Description

Your Impact

As a Customer Care Representative – Phone & Digital Support, you’ll be on the front line of the Fleet Farm customer experience. You’ll help customers primarily by phone and email, answering questions, researching concerns, and taking ownership of finding the right solution.

From checking an online order or tracking a shipment to answering questions about products, promotions, Fleet Rewards, or store information, every interaction is an opportunity to make a positive impression. You’ll have the resources and support you need, while also being empowered to help resolve customer concerns from start to finish.

Most importantly, you’ll help make sure every customer feels heard, helped, and valued .

What You’ll Do

• Respond to inbound customer contacts primarily through phone and email, with occasional outbound follow-up as needed.
• Assist customers with online orders, order status, shipping and tracking, product availability, pricing, promotions, Fleet Rewards, store information, and other general questions.
• Listen to customer concerns, ask thoughtful questions, research information, and identify appropriate solutions.
• Take ownership of customer issues and follow through to help ensure concerns are resolved accurately and in a timely manner.
• Handle complaints and challenging customer situations with patience, professionalism, positivity, and empathy.
• Navigate multiple computer systems and resources while communicating with customers.
• Partner with Fleet Farm stores and internal teams, including Ecommerce, Merchandising, Marketing, and Finance, to research information and resolve customer concerns.
• Contact stores, shipping partners, and other resources when additional information is needed.
• Accurately document customer interactions, research, and actions taken.
• Manage a high volume of customer contacts while maintaining quality, accuracy, and attention to detail.
• Follow established processes and procedures while using good judgment and critical-thinking skills.
• Adapt to changing customer needs, technology, priorities, and business processes.
• Participate in cross-training opportunities to expand your knowledge of other areas of Fleet Farm Customer Care.

What You Bring

• High school diploma or equivalent required; post-high school education is a plus.
• Previous customer service experience preferred; call center or contact center experience is a plus.
• Experience in retail, hospitality, sales, member services, banking, healthcare, or another customer-facing environment may also translate well.
• Strong verbal and written communication skills with a friendly, professional, and customer-focused approach.
• Strong listening, critical-thinking, and problem-solving skills.
• Ability to ask effective questions, research information, and take ownership of finding solutions.
• Comfortable assisting customers who may be frustrated or need additional guidance while remaining calm and professional.
• Strong computer skills with the ability to navigate multiple applications and screens simultaneously.
• Ability to learn new systems, product information, policies, and procedures.
• Ability to manage multiple priorities in a fast-paced customer service environment.
• Strong attention to detail and commitment to providing accurate information.
• Dependable, motivated, adaptable, and willing to learn.
• Ability to work independently while also contributing to a collaborative team environment.

What Makes Someone Successful in This Role?

You don't need to know everything about Fleet Farm on day one. We'll provide training on our systems, processes, products, and resources.

The people who thrive on our Customer Care team are friendly, curious, dependable, and resourceful . They're comfortable talking with customers, willing to dig in and find an answer, and able to stay positive when a conversation becomes challenging.

You'll also need to be comfortable with technology. Customer Care Representatives work within multiple systems throughout the day, often researching information while actively speaking with a customer.

Above all, success in this role comes from showing up, putting in the effort, listening, learning, and genuinely wanting to help people .

What You Can Expect

You'll receive structured training designed to help you build confidence before handling customer interactions independently. Training includes learning Fleet Farm's systems and processes, listening to experienced representatives, shadowing the team, and gradually taking ownership of customer conversations.

You'll join a collaborative Customer Care team where employees support one another, share ideas, and work together to create a positive experience for our customers.

This role can also be a great opportunity to learn the Fleet Farm business and build experience that may open doors to future opportunities throughout the organization.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.