Customer Service Representative

Remote Jobs; Acton (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

Generous PTO

Hybrid schedule

Job summary

Sparx Hockey in Acton, MA, seeks a Customer Service Representative to join the Customer Experience team. You will provide best-in-class support via phone, email, and live chat, helping customers with product questions, pricing, and availability.

The role requires enthusiasm, strong interpersonal skills, and attention to detail in a fast-paced, team-oriented environment; occasional nights and weekends, and hybrid in-office schedule Tue/Wed/Thu.

Qualifications

• Bachelor's Degree or equivalent experience in customer-facing field.
• Excellent written and verbal communication for technical and non-technical customers.
• Proficient in Word and Excel; database experience.
• Ability to thrive in a fast-paced environment with changing priorities.

Responsibilities

• Provide top-notch customer support via phone, email, and live chat.
• Answer questions about products, pricing and availability.
• Offer support for troubleshooting and resolving issues related to product functionality and performance.
• Maintain a clean and accurate database for returns, exchanges, and repairs.
• Maintain and constantly improve working knowledge of products and services.
• Be available to respond to customer inquiries on nights and weekends.
• Assist in order management and additional tasks as needed.

Skills

Customer service

Attention to detail

Communication

Microsoft Word

Excel

Database experience

Team player

Adaptability

Education

Bachelor's degree or equivalent in related field

Job description

About us:

Sparx Hockey was founded in 2013 to solve the greatest unmet need in ice skating sports (e.g., hockey and figure skating) - maintaining sharp skates. Today, Sparx is relied upon for high-quality skate sharpening by families, teams, retailers, rinks, and professional skate sharpeners around the world. In addition to Sparx Hockey's exceptional products and record-setting growth, we also pride ourselves on being a fun place to work. Although it's not an employment prerequisite, many of our employees still play, coach, and parent hockey players. We do more than just build great hockey products; we use them ourselves. When we're not working hard or playing hockey our team can be found having a blast at our annual summer outing and impromptu barbecues that fill in the rest of the Sparx annual event calendar. Our global headquarters are in Acton, MA and are home to our R&D, Operations, Marketing, Sales, and Finance teams as well as our production lines and warehouse/distribution center.

The position:

We are seeking a Customer Service Representative to join our team. As part of the Customer Experience team, this individual will be responsible for delivering best-in-class customer service via phone, email, and live chat. The ideal candidate for the role is enthusiastic with strong interpersonal skills and attention to detail. Sparx Hockey is a fast-paced environment where company culture is critically important - we work as a team, and we look for team players.

Responsibilities:

• Provide top-notch customer support in a timely, efficient manner via phone, email, and live chat
• Answer questions about products, pricing and availability
• Offer support for troubleshooting and resolving issues related to product functionality and performance.
• Maintain a clean and accurate database for product returns, exchanges, and repairs, ensuring all records are up-to-date and facilitating effective tracking and resolution of customer concerns.
• Maintain and constantly improve working knowledge of company products and services
• Be available to respond to customer inquiries on nights and weekends
• Assist in order management and additional tasks as needed

Qualifications:

• Passion for providing excellent customer service and a proactive approach to addressing customer needs and concerns.
• Exceptional attention to detail with a commitment to delivering accurate and thorough work.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and processes
• Bachelor's Degree and/or equivalent experience in Customer Success, Customer Support, Sales, Corporate Communications, Business Development or Account Management or related field.
• Excellent written, verbal, and phone communication skills, with the ability to adapt conversations for technical and non-technical customers
• Proficient in Microsoft Word and Excel
• Database Experience

Extra Credit:

• Experience with hockey - either as a player, coach, or parent

Benefits:

• Health, Dental, Vision, 401(k) with employer match
• Generous PTO
• Hybrid schedule - Tues/Weds/Thurs in office, Mon/Fri at home