Customer Service Specialist

Soccer Post; Lancaster (Lancaster County); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee discount

Health insurance

Job summary

Soccer Post in Lancaster, PA is seeking a Customer Service Specialist to handle high-volume inquiries by phone and email, support order fulfillment, and assist on the production floor as needed. The ideal candidate has at least 1 year of customer support experience, excellent communication, and an entrepreneurial mindset; bilingual English/Spanish is a plus.

This in-person role requires proficiency with CRM tools and the ability to juggle multiple tasks in a fast-growing company.

Qualifications

• Minimum 1 year of customer support experience preferred.
• Excellent communication skills, including active listening.
• Service-oriented with the ability to resolve customer grievances while adapting to different personalities.
• Excellent time management and prioritization skills.
• Bilingual English/Spanish is a plus.
• Entrepreneurial mindset — comfortable taking initiative, problem-solving independently, and wearing multiple hats in a fast-growing company.
• Proficient computer skills with the ability to learn new software, including CRM systems.
• Knowledge of, or ability to learn, soccer/sporting goods products and our service specialization.

Responsibilities

• Interact with customers via telephone or email to provide support and information.
• Utilize and interact with our platforms and tools to assist customers and support day-to-day service operations.
• Manage large volumes of incoming inquiries.
• Handle customer complaints, provide appropriate solutions and alternatives within established time limits, and follow up to ensure resolution.
• Provide accurate, valid, and complete information using the right methods/tools and by connecting with the right people within the organization.
• Assist on the production floor as needed to assist the production staff as well as expedite customer responses — this may include custom gear production (printing, heat press), order fulfillment/warehouse tasks, and shipping.
• Other related duties as assigned.

Skills

Customer support

Communication

Time management

Bilingual English/Spanish

Entrepreneurial mindset

CRM software

Soccer products knowledge

Education

High school diploma

Tools

CRM systems

Job description

Occasional late night, weekend or holiday availability required based on business needs.

About Us

Soccer Post is the country's largest chain of local, community-focused soccer specialty stores. We're looking for new team members to fuel our rapid national expansion. As a fast-growing sports company, we offer career and personal growth opportunities in a fun work environment. If you're looking for a unique opportunity to be part of a dynamic team, we want to meet you!

Overview

We are looking for a hardworking, energetic team player who can handle multiple competing responsibilities. The ideal candidate is a fast learner and an entrepreneurial self-starter who takes initiative and thrives in a dynamic, fast-paced environment. The Customer Service Specialist will interact with our customers by addressing inquiries and resolving concerns. This role requires proficiency in professionally handling high-volume calls, emails, supporting exchange shipments, and assisting with order fulfillment.

This role is fully in-person.

Responsibilities

• Interact with customers via telephone or email to provide support and information.
• Utilize and interact with our platforms and tools to assist customers and support day-to-day service operations.
• Manage large volumes of incoming inquiries.
• Handle customer complaints, provide appropriate solutions and alternatives within established time limits, and follow up to ensure resolution.
• Provide accurate, valid, and complete information using the right methods/tools and by connecting with the right people within the organization.
• Assist on the production floor as needed to assist the production staff as well as expedite customer responses — this may include custom gear production (printing, heat press), order fulfillment/warehouse tasks, and shipping.
• Other related duties as assigned.

Experience And Skills

• Minimum 1 year of customer support experience preferred.
• Excellent communication skills, including active listening, are required.
• Service-oriented with the ability to resolve customer grievances while adapting to different personalities.
• Excellent time management and prioritization skills.
• Bilingual English/Spanish is a plus.
• Entrepreneurial mindset — comfortable taking initiative, problem-solving independently, and wearing multiple hats in a fast-growing company.
• Proficient computer skills with the ability to learn new software, including CRM systems.
• Knowledge of, or ability to learn, soccer/sporting goods products and our service specialization.
• High school diploma or equivalent required.

Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Regular walking and standing throughout the facility, including the production floor.
• Ability to move between an office/desk setting and the production floor as needed.
• Occasional light lifting while assisting with production, fulfillment, or shipping tasks.
• Must be legally authorized to work in the United States.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.