Customer & Team Support Representative

Gazelle Sports; Grand Rapids (MI); On-site; USD 20,664 - 27,552; Full time

Job summary

Gazelle Sports is seeking a Customer & Team Support Representative to provide exemplary support to their online customer base. The role emphasizes building strong customer relationships, managing multichannel communication effectively, and collaborating across departments to ensure seamless operations. Ideal candidates will thrive in a fast-paced environment and possess strong communication and problem-solving skills.

Qualifications

• Preferred background in customer service, especially retail or eCommerce.
• Experience with multichannel support (calls, emails, live chat).
• Ability to manage and prioritize tasks in a fast-paced environment.

Responsibilities

• Manage inbound calls, emails, and live chats.
• Support catalog management and processing returns.
• Establish trust and build customer relationships.

Skills

Communication Skills

Problem Solving

Multitasking

Organization

Customer Advocacy

Tools

Shopify

Retail Backbone

Google Sheets

Google Forms

Gmail

Job description

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Job Title: Customer & Team Support Representative (Full Time Hourly)

Position Vision:

The Team Gazelle Customer & Team Support Representative will focus on our online customer base and support account managers. This role requires a customer-first mentality, advocacy for consumers, and brand championing. The individual should be self-managing, proactive, possess strong communication skills, and have excellent problem-solving abilities.

Position Expectations & Responsibilities

• Provide Multichannel Support: Manage inbound calls, emails, and live chats professionally and empathetically.
• Support Catalog Management: Build and maintain customer-facing product catalogs with support from account managers.
• Process Returns & Exchanges: Handle requests accurately following company guidelines.
• Build Customer Relationships: Establish trust through proactive and clear communication.
• Resolve Complaints Effectively: Address customer issues promptly with empathy and efficiency.
• Follow Procedures: Adhere to communication protocols and company policies.
• Identify Needs & Solve Problems: Assess customer needs quickly and deliver effective solutions.
• Cross-Departmental Support: Assist other departments during key times for seamless operations.

Position Requirements/Preferences

• Excellent Communication Skills: Strong verbal and written abilities for effective engagement.
• Multitasking & Organization: Ability to prioritize tasks in a fast-paced environment.
• Tech Familiarity: Experience with Shopify, Retail Backbone, Google Sheets/Forms/Gmail.
• Collaborative Mindset: Comfortable working independently and in teams.
• Relevant Experience: Preferred background in customer service, especially retail or ecommerce.

Seniority Level

• Entry level

Employment Type

• Full-time

Industries

• Retail

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