Operations Specialist

Golf & Tennis Pro Shop, Inc. d/b/a PGA TOUR Superstore; Roswell (GA); On-site; USD 34,000 - 48,000; Full time

Job summary

PGA TOUR Superstore is seeking a customer service professional to join our Customer Care Team in Roswell, GA. The role focuses on delivering outstanding service, resolving escalated issues, and partnering with store leadership and vendors to meet company goals.

You will handle online orders, SPOs, and shipments, using several systems to research and answer questions while maintaining a customer-first mindset and strong communication with cross-functional teams.

Qualifications

• High School Diploma or GED is required.
• Min 2 years of call center or related customer service experience.
• Strong attention to detail and problem solving skills.
• Ability to adapt to change and work in a fast-paced environment.
• Ability to multi-task while handling calls using technology.

Responsibilities

• Deliver a consistent customer experience with efficient resolutions.
• Resolve orders, SPOs, and vendor shipments with internal/external customers.
• Research and resolve questions using multiple systems concurrently.
• Collaborate with store leadership and vendors to find solutions.

Skills

Listening skills

Interpersonal skills

Verbal communication

Written communication

Multi-tasking

Adaptability

Education

High School Diploma or GED

Tools

Service Now

ITSM/CSM

SAP

Kibo OMS

Cybersource

Job description

Overview

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As the leading specialty golf retailer and one of the fastest growing specialty retailers, we proudly offer you the opportunity to earn competitive pay as you pursue your passion into a lasting golf or tennis career.

Position Summary

We are seeking an experienced, empathetic, dependable, team-oriented customer service professional to join our Customer Care Team. Using creative, 'out of the box' thinking, this person will do whatever it takes to exceed the customers' expectations and deliver a truly remarkable service experience. Collaborate with Customer Care Specialist to resolve customer problems that have been escalated to the Operations Team. Only individuals with an outstanding work ethic, entrepreneur spirit and "customer-first" mindsets need apply.

Qualifications and Skills

• High School Diploma or GED
• Min 2 years of call center / or relevant customer service experience
• Strong attention to detail and problem‑solving skills
• Ability to adapt to change and work well in a fast pace environment
• Ability to multi‑task using technology while handling calls
• Knowledge of the golf and tennis industry, a plus
• Experience with Service Now, ITSM/CSM, SAP, Kibo OMS, Cybersource, a plus
• Strong listening and interpersonal skills.
• Must possess strong verbal and written communication skills and can communicate cross‑functionally.
• The idea candidate will have the ability to convey compassion and care verbally or written.
• Advanced computer skills with a working knowledge of Microsoft Office, Outlook, and Internet
• Must have the ability to organize multiple priorities to ensure resources are properly allocated to meet objectives.
• Must be able to stand or sit for extended periods of time.
• Availability to work varied shifts inclusive of - evenings, weekends, and holidays

Key Responsibilities and Duties

• Deliver a consistent customer experience by providing efficient and timely resolutions.
• Resolve internal and external customer problems with online orders, special product order (SPO) & vendor shipments.
• Research and resolve customer questions utilizing multiple systems simultaneously.
• Trouble shoot in partnership with store leadership and outside vendors to research and find solutions to the common/unique problems.
• Collaborates with Customer Service Specialists and communicates with other business partners including store leadership to achieve company goals.
• E-Commerce order management both domestic and international.
• Support store Studio experience from scheduling appointments, gathering key details for Golf Club Fitter and order management ownership post sale.
• Generate FedEx intercepts, return authorizations and/or claims, as necessary.
• Communicate website issues to E-Commerce team as necessary for quick resolution.
• Assist in gift card sale activation, history look‑up, Identify and assist in the fulfillment of periodic marketing promotions.

Core Values

• Put People First
• Innovate Continuously
• Lead by Example
• Listen and Respond
• Include Everyone
• Give Back to Ohers

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About Us

Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination. An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.

PGA TOUR Superstore is operated by Golf & Tennis Pro Shop, Inc., a subsidiary of AMB Sports and Entertainment. Our stores are located across the US with our Store Support Center and Customer Care Center located in Roswell, GA. Our shared ambition is to be the premier golf retailer in the world, focused on growing the game and inspiring people to play their best! Our Associates deliver world‑class service to our customers with unparallelled golf experiences on our putting greens, Studios, and hitting bays all with state-of-the-art technology delivering game‑changing opportunities at every turn. With access to award-winning product knowledge training, Associates quickly build confidence and establish meaningful connections with everyone coming through our doors. Golf’s greatest brands are in our stores offering performance, style and value – with both new and pre‑owned clubs. Our amazing Services Associates can repair and regrip clubs and have customers heading out to the courses with the best advantage. Our Instructors are PGA pros and coach customers to reach their goals with equipment fitting exactly to their needs & playing styles informed by sport‑leading Trackman technology. Every store features the very best in golf apparel for Men, Women, and Juniors and an unmatched collection of footwear options.

For more information, visit: PGA TOUR Superstore