Job Summary:
The Fan Services Representative role is responsible for delivering an exceptional overall fan experience via phone, email, and chat interactions.
Key Responsibilities:
- Responds to inbound customer communications by phone, live chat, and email politely and efficiently within a fast-paced environment.
- Answers product questions from fans and provides solutions based on individual needs.
- Assists fans in submitting internet orders, returns, exchanges, and warranty claims.
- Provides technical and/or product information to help fans make informed purchases and reduce the risk of return.
- Leverage product and technical knowledge to create revenue opportunities for the brand.
- Makes suggestions that improve internal processes and result in enhanced fan experiences.
- Acts as a brand champion
Qualifications:
- High School Diploma or GED
- Previous customer service experience and internet call center preferred.
- Must be able to work independently with little supervision.
- Must be able to manage their own workload, time, and organize their responsibilities within the needs of the business.
- Advanced verbal and written communication skills.
- Must be flexible in working hours; this is a fluid working position, at times exceeding 40 work hours, to meet the needs of the business.
- Ability to respond to complex fan situations with empathy.
- A team player who can maintain positive working relationships.
- Excellent problem-solving skills.
- Detail oriented.
- Must have a positive attitude.
- Must be able to handle feedback from others. Including peers.
Any equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.
Travel Required: No
Base Salary: $20.05 hourly
This range represents the low and high ends of this position's anticipated base salary range. The actual base salary will depend on numerous factors such as experience, knowledge, skills, and location. Our base salary is just one component of our competitive total rewards strategy, which includes numerous benefits and perks as well as specific health and welfare benefits.
Work Location: Remote
Please note: At this time, we are only able to hire candidates who, upon hire and throughout the duration of their employment, maintain their primary residence and work location in one of the following states:
California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Montana, Nebraska, Nevada, New Hampshire, New Mexico, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Wisconsin.
Why Work at KEEN: Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that’s on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal, and has donated more than $18 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place.
At KEEN, we believe in a more just and equitable future for all people. As a global brand, we acknowledge that our business, buildings, and daily lives exist within the traditional territories of indigenous peoples. We strive for a future that recognizes the knowledge, rights, and resilience of these peoples.
KEEN Footwear is an equal opportunity employer. We value an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
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